A large U.S. federal health agency is undertaking a nationwide contact center modernization initiative to expand 24/7 virtual access to high-quality healthcare services and improve the overall Veteran experience. The Supporting Process Redesign Lead plays a key role in designing, documenting, and operationalizing future-state clinical contact center processes. Translate enterprise operating models into clear workflows, SOPs, job aids, and implementation-ready materials that are practical, scalable, and aligned with both technology and frontline operations. Why This Role Matters This role supports a high-impact federal healthcare transformation, directly contributing to improved access, efficiency, and patient experience across nationwide clinical contact centers. Helps ensure that strategy translates into practical, frontline-ready processes that can be successfully adopted at scale. Key Responsibilities Process Mapping & Redesign Participate in structured process-mapping sessions with contact center leaders, schedulers, clinicians, and call agents to document current-state workflows and identify improvement opportunities. Support development of future-state process documentation, including workflow diagrams, SOPs, RACI matrices, and escalation pathways across intake, triage, appointment scheduling, secure messaging, and call escalation. Validate requirements and ensure alignment between redesigned processes and system capabilities. Participate in structured process-mapping sessions with contact center leaders, schedulers, clinicians, and call agents to document current-state workflows and identify improvement opportunities. Support development of future-state process documentation, including workflow diagrams, SOPs, RACI matrices, and escalation pathways across intake, triage, appointment scheduling, secure messaging, and call escalation. Validate requirements and ensure alignment between redesigned processes and system capabilities. Pilot Support, Training & Adoption Contribute to pilot planning activities, including defining success metrics, preparing training materials, and supporting data-collection efforts. Support training, onboarding, and adoption activities for supervisors and agents implementing new processes. Gather frontline feedback and support iterative refinements to workflows and documentation. Collaborate on implementation playbooks and rollout materials to ensure consistent adoption across sites. Contribute to pilot planning activities, including defining success metrics, preparing training materials, and supporting data-collection efforts. Support training, onboarding, and adoption activities for supervisors and agents implementing new processes. Gather frontline feedback and support iterative refinements to workflows and documentation. Collaborate on implementation playbooks and rollout materials to ensure consistent adoption across sites. Program Coordination & Communication Prepare summaries, presentations, and status updates for project leadership and stakeholders. Collaborate with operations, technology partners, and frontline teams to ensure redesigned processes are implementation-ready. Support cross-functional coordination to maintain alignment across modernization workstreams. Prepare summaries, presentations, and status updates for project leadership and stakeholders. Collaborate with operations, technology partners, and frontline teams to ensure redesigned processes are implementation-ready. Support cross-functional coordination to maintain alignment across modernization workstreams.