• 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.