• 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.