Supporting Process Redesign Lead

Apex Systems, Inc.

Job#: 3020680

Job Description:

Key Responsibilities

* Participate in processmapping 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 datacollection 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.

Required Qualifications

• 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 processmodeling tools.
• Must be a US Citizen with ability and willingness to acquire a U.S. Public Trust.

Preferred Qualifications

* 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 technologyenabled transformation initiatives.

* Lean Six Sigma Yellow Belt or Green Belt certification.

* Training or exposure to Human-Centered Design practices.

Apex Systems is a world-class IT services company that serves thousands of clients across the globe. When you join Apex, you become part of a team that values innovation, collaboration, and continuous learning. We offer quality career resources, training, certifications, development opportunities, and a comprehensive benefits package. Our commitment to excellence is reflected in many awards, including ClearlyRated's Best of Staffing in Talent Satisfaction in the United States and Great Place to Work in the United Kingdom and Mexico. Apex uses a virtual recruiter as part of the application process. Click here for more details.

Apex Benefits Overview: Apex offers a range of supplemental benefits, including medical, dental, vision, life, disability, and other insurance plans that offer an optional layer of financial protection. We offer an ESPP (employee stock purchase program) and a 401K program which allows you to contribute typically within 30 days of starting, with a company match after 12 months of tenure. Apex also offers a HSA (Health Savings Account on the HDHP plan), a SupportLinc Employee Assistance Program (EAP) with up to 8 free counseling sessions, a corporate discount savings program and other discounts. In terms of professional development, Apex hosts an on-demand training program, provides access to certification prep and a library of technical and leadership courses/books/seminars once you have 6+ months of tenure, and certification discounts and other perks to associations that include CompTIA and IIBA. Apex has a dedicated customer service team for our Consultants that can address questions around benefits and other resources, as well as a certified Career Coach. You can access a full list of our benefits, programs, support teams and resources within our 'Welcome Packet' as well, which an Apex team member can provide.