Participate in process‑mapping sessions with contact center leaders, schedulers, clinicians, and call agents to capture current-state workflows and identify improvement opportunities.
Support the development of future-state process documentation, including workflow diagrams, SOPs, and RACI matrices across intake, triage, appointment scheduling, secure messaging, and escalation pathways.
Assist in validating requirements and ensuring alignment between redesigned processes and system capabilities.
Contribute to pilot planning activities, including defining success measures, preparing training materials, and supporting data‑collection efforts.
Help deliver training and onboarding for supervisors and agents adopting new processes; gather feedback and support iterative refinements.
Collaborate on the creation of implementation playbooks and other rollout materials to ensure consistent adoption across sites.
Prepare summaries, presentations, and status updates for project leadership and stakeholders.

2+ years of experience in process improvement, operations, or business analysis, ideally within healthcare, technology, or government environments.
Experience working in or with the Federal Government is preferred but not required.
Demonstrated ability to support cross-functional teams and contribute to structured workshops or working sessions.
Strong organizational and documentation skills, with experience creating process maps, SOPs, or workflow materials.
Ability to interpret basic operational metrics (e.g., call volumes, handle times, service levels).
Bachelor’s degree in Business Administration, Information Technology, Healthcare Administration, or related field.
Familiarity with Lean, Kaizen, or Six Sigma concepts.
Proficiency with Visio, Lucidchart, or similar process‑modeling tools.
Must be a US Citizen with ability and willingness to acquire a U.S. Public Trust.

Process Redesign / SOP Support Lead

Key skills