MKS2 Technologies · 3 hours ago
Process Redesign Lead
United States
Contract
Remote
Entry, Mid Level
$115K/yr - $130K/yr
2+ years expMKS2 Technologies is supporting a large U.S. health agency in modernizing its contact centers to improve access to care. The Supporting Process Redesign Lead will contribute to designing and documenting clinical contact-center processes, collaborating with various teams to enhance efficiency and improve the Veteran experience.
Cyber SecurityInformation TechnologySoftware
No H1B
U.S. Citizen OnlyHiring Manager
Jesse Glubrecht, SHRM-CP
Responsibilities
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
Qualification
Required
2+ years of experience in process improvement, operations, or business analysis, ideally within healthcare, technology, or government environments
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
Preferred
Experience working in or with the Federal Government is preferred but not required
Experience supporting federal healthcare clients such as VA or DoD
Exposure to clinical contact-center operations or healthcare workflows
Experience contributing to organizational change or technology‑enabled transformation initiatives
Lean Six Sigma Yellow Belt or Green Belt certification
Training or exposure to Human-Centered Design practices
Company
MKS2 Technologies
MKS2 is a technology business providing services to the federal government and commercial clients.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Brendan Mullen
Founder and CEO
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