BPO/BPMN Process Consultant (100% Remote Role)

Position :: BPO/BPMN Process Consultant

Location :: 100% Remote

Duration :: 6-12+ months

Interview :: Video

Job Description:

Must Have BPO/BPMN Process

Process Architecture & Mapping

• Demonstrated understanding of BPO Life Cycle
• BPMN, workflow modeling, RACI, SIPOC
• Swim lanes, handoff optimization
• Working knowledge of Lucid chart (or related tools)

Vendor Performance Management

• SLA frameworks
• KPI definition & normalization
• Capacity/volume modeling

Data Literacy

• Can define metric formulas
• Understands data lineage, joins, completeness checks
• Comfortable with dashboards, scorecards, BI concepts

Change Management

• Formal change control
• Communication planning
• Impact assessment

Governance Frameworks

• Standardization
• Auditing
• Control documentation
• Risk remediation

Documentation Excellence

• Playbooks
• Procedure guides
• Intake forms
• Scoring rubrics

Technology Awareness

• Telephony concepts (queues, dispositions, AHT, AUX states, ACW)
• Ticketing/case systems (ServiceNow, Salesforce)
• SFTP/API data exchange basics
• Identity access concepts (joiner/mover/leaver)

Regulatory/Compliance Familiarity

• HIPAA
• PHI/PII handling
• Access governance
• SOC2 artifacts

Root Cause Analysis

• Fishbone/Ishikawa
• 5-Whys
• Trend analysis
• Control gap identification

Facilitation & Conflict Resolution

• Vendor vs internal friction mediation
• Requirements negotiation

Preferred Experience

• Experience in healthcare BPO (clinical ops, claims, UM/CM, call routing)
• Background in service management (ITIL helpful)
• Audit/Risk experience
• Lean Six Sigma familiarity (Green Belt+ preferred)
• Exposure to WFM (adherence, shrinkage, occupancy)