MKS2 Technologies, LLC, an award-winning high growth small business, creates innovative and customer-centric technology solutions in the areas of Cyber Security, Instructional Design and Training, Software Engineering and IT Support Services to improve the security and well-being of our clients. Our commitment to excellence and our “Mission First” orientation has resulted in steady growth and an expanding client base across government agencies. We have employees nationwide and for the past three consecutive years were named one of the fastest growing Veteran-owned companies in the nation. Please take a moment to browse through our website and learn more about what it means to serve with MKS2.
Contact Center Modernization – Senior Process Redesign Lead
A large U.S. health agency is modernizing its contact centers to improve 24/7 virtual access to high-quality care. Advisory and implementation services are being provided to support this effort and facilitate large-scale adoption.
Role Overview
The Senior Process Redesign Lead is responsible for architecting the detailed future-state processes that will power a modernized clinical contact center. Using Lean Six Sigma principles and human-centered design, the Lead transforms high-level operating models into actionable workflows, SOPs, and job aids that enhance efficiency, reduce friction, and elevate the Veteran experience.
Key Responsibilities
- Facilitate process mapping and requirements validation sessions with contact center leaders, schedulers, clinicians, and call agents to capture current-state challenges and operational gaps.
- Develop comprehensive future-state artifacts—including swim lane diagrams, RACI matrices, SOPs, and workflow documentation—spanning intake, triage, appointment scheduling, secure messaging, and escalation pathways.
- Quantify expected benefits and value delivered through redesigned processes, including efficiency gains, quality improvements, and experience enhancements.
- Partner with Technology teams to ensure redesigned workflows align with system capabilities, configuration decisions, and user interface requirements.
- Support pilot planning and execution by defining success metrics, data collection approaches, and structured feedback loops.
- Train frontline supervisors and agents on new processes; gather insights from early adoption and drive iterative refinements.
- Develop implementation playbooks to guide consistent rollout across sites and operational teams.
Required Qualifications
- 4+ years of experience in process improvement, ideally within healthcare, technology, or government settings.
- 3+ years of experience working in or with the Federal Government.
- Demonstrated experience supporting large-scale change initiatives or technology-enabled transformations.
- Proven ability to lead cross-functional workshops and produce clear, actionable process documentation.
- Strong analytical skills with the ability to interpret operational metrics such as AHT, ASA, occupancy, and VOC insights.
- Bachelor’s degree in Information Technology, Business Administration, or related field.
- Familiarity with Lean, Kaizen, or Six Sigma methodologies.
- Proficiency with process modeling tools such as Visio, Lucidchart, or similar platforms.
- Must be a US Citizen with ability and willingness to acquire a U.S. Public Trust.
Preferred Qualifications
- Experience supporting VA, DoD, or other federal health agencies.
- Background in clinical contact-center operations or healthcare delivery workflows.
- Experience with federal healthcare operations and clinical processes.
- Lean Six Sigma Green Belt or equivalent certification.
- Training or experience in Human-Centered Design.
Additional Information
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Number of Openings: One (Full-Time)
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Clearance Requirements: Position of Trust (or ability to obtain)
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Location: Remote
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Pay: $135,000-$145,000 - full benefits included
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Contract Length: End date of 08/31/2026
Diversity creates a healthier atmosphere: MKS2 Technologies is proud to be an Equal Employment Opportunity / Affirmative Action employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.
