Senior Director, Contact Center

🔥 6 minutes 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

• Provide visionary leadership for the national contact center strategy across inbound and outbound calls, chat, SMS, and self-service platforms • Align operations with enterprise KPIs and patient experience metrics, including NPS, call quality, first call resolution, call abandonment rate, and customer effort score • Partner with RCM stakeholders to provide clear, accessible, and empathetic patient support • Develop and execute scalable workflows optimizing IVR, CRM, AI chat, and call routing • Implement continuous-improvement strategies using performance metrics, call quality audits, and patient feedback • Build and lead directors, managers, and supervisors overseeing hundreds of contact center agents and support staff • Oversee comprehensive technical and soft-skills training programs • Cultivate accountability, coaching, diversity, equity, inclusion, retention, engagement, and career development • Own budget forecasting, cost management, workforce planning, and technology investment strategies • Serve as executive partner to hospital clients and physician groups, customizing contact center support models • Lead initiatives to reduce call volume through self-service, FAQs, and digital navigation tools while supporting vulnerable populations • Represent Ventra Health in patient experience and access forums at local, regional, and national levels • Collaborate with Enterprise Service Delivery peers across Billing/AR, correspondence, Provider Enrollment, IT, and Client Success • Support cash acceleration, call resolution, brand loyalty, operational efficiency, service excellence, technology adoption, and continuous improvement

🎯 Requirements

• Bachelor’s degree in Business Administration, Healthcare Administration, Communications, or related field required • Master’s degree (MBA, MHA, MPH) strongly preferred • 10+ years of experience in healthcare call center operations, patient experience leadership, or related RCM leadership roles • 5+ years managing multi-site, high-volume contact centers with cross-functional leadership responsibility • Demonstrated success improving patient satisfaction, implementing new technology platforms, and managing large teams across remote and global settings • Executive-level leadership, strategic planning, and communication skills • Deep understanding of the healthcare revenue cycle, especially in patient access and financial services • Proven ability to balance operational efficiency with empathy and patient-centered communication • Expertise in patient experience tools and practices, such as Press Ganey, CAHPS, and NPS surveys • Strong financial and operational acumen, including budget planning and forecasting • Experience with call center platforms • Excellent data analysis skills using Excel, BI tools, and CRM data • Change management and performance coaching experience • Strong facilitation and presentation skills for internal and external audiences • Ability to influence and collaborate cross-functionally at all levels of the organization • Demonstrated commitment to equity, cultural competence, and inclusive leadership • Comfort operating in a dynamic, high-growth, or transformation environment

🏖️ Benefits

• Ventra performance-based incentive plan • Discretionary incentive bonus in accordance with company policies • Referral bonus for referring a friend • Remote work arrangement • Career development strategies and opportunities • Inclusive workplace committed to diversity, equity, and inclusion • Reasonable accommodations for qualified individuals with disabilities