Contact Center Team Lead

🔥 2 hours ago

🇺🇸 United States – Remote

⏰ Full Time

🟠 Senior

📞 Call Center Representative

👻 Ghost score 10%

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Ventra Health

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2021

🏥 Healthcare

☁️ SaaS

🤝 B2B

Healthcare • SaaS • B2B

Ventra Health is a healthcare revenue cycle management (RCM) company that provides end-to-end medical billing, coding, claims management, denial prevention, payer contracting, and collections services for hospitals, health systems, and physician practices across the U. S. Its offerings combine domain expertise and white‑glove client service with proprietary data and AI-powered platforms—vCision (AI & automation) and vSight (data & analytics)—to improve reimbursement, reduce denials, accelerate cash collections, and deliver measurable RCM performance improvements. Ventra emphasizes enterprise service delivery, provider education, compliance and coding audits, patient responsibility management, and payer strategy, serving thousands of providers and facilities nationwide.

📋 Description

• Serve as a subject matter expert on contact center systems, processes, and workflows • Handle escalated calls, emails, and complex inquiries requiring advanced problem-solving or cross-department collaboration • Provide real-time guidance and support to Contact Center Specialists • Conduct peer mentoring, side-by-side coaching, and participate in quality calibration sessions • Assist with onboarding, refresher training, and communication of new policies, procedures, and system updates • Monitor call queues, service levels, and productivity dashboards • Identify performance trends or workflow issues and communicate findings to leadership • Perform call audits and quality checks, providing feedback and actionable recommendations • Compile and prepare reports or data summaries related to call volumes, service levels, and quality performance • Participate in process improvement efforts and help develop new procedures • Collaborate with Quality Assurance, Training, and Workforce Management • Act as a positive role model and resource for peers • Uphold confidentiality and compliance standards • Spend at least 50% of time actively answering calls and assisting patients • Perform special projects and other duties as assigned

🎯 Requirements

• Associate’s degree (2 years) required • Bachelor’s degree in business, Healthcare, or related field preferred • Minimum of 2–3 years of experience in a healthcare contact center or similar high-volume customer service environment • Prior experience serving as a senior agent, team lead or mentor preferred • Fluency in English, with strong verbal and written communication skills • Deep understanding of patient billing, insurance processes, and Explanation of Benefits (EOBs) • Demonstrated ability to handle escalated calls with empathy, professionalism, and accuracy • Proficiency with contact center technologies, CRMs, and Microsoft Office applications • Strong analytical and problem-solving skills with attention to detail • Ability to coach and mentor peers effectively • Excellent organizational, time management, and multitasking abilities • Ability to work collaboratively in a fast-paced environment while maintaining a positive, professional demeanor • Flexibility to adapt to evolving business needs and process improvements

🏖️ Benefits

• Ventra performance-based incentive plan • Discretionary incentive bonus in accordance with company policies • Referral bonus for referring a friend • Remote work arrangement