POSITION
BPO/BPMN Process Consultant
REQUIRED SKILLS
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)
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