Contact Center Team Lead

Ventra Health, Inc.; Northern (KY); Hybrid; USD 55,000 - 75,000; Full time

Benefits offered by this job

Incentive plan

Referral bonus

Job summary

Ventra Health in Kentucky is seeking a Contact Center Team Lead to join our patient-focused operations. You will serve as a senior member of the Contact Center, assist Supervisors with day-to-day activities, training, and escalations, while actively managing patient support.

The role requires hands-on leadership with at least 2–3 years in healthcare contact centers, strong English communication, and a commitment to quality and compliance.

Qualifications

• Associate's degree required; bachelor's preferred.
• 2–3 years in healthcare contact center or high-volume customer service.
• Prior experience as a senior agent or mentor preferred.
• Strong communication and problem-solving skills.

Responsibilities

• Serve as SME on contact center systems, processes, and workflows.
• Handle escalated calls, emails, and complex inquiries requiring advanced problem-solving.
• Provide real-time guidance to Contact Center Specialists to ensure accuracy and compliance.
• Conduct peer mentoring, coaching, and participate in quality calibration sessions.
• Assist Supervisors with onboarding, refresher training, and policy updates.
• Monitor call queues, service levels, and productivity dashboards; identify trends for leadership.
• Perform call audits and quality checks with actionable feedback.
• Prepare reports on call volumes and quality performance as requested.
• Contribute to process improvements to enhance efficiency and patient satisfaction.
• Collaborate with QA, Training, and Workforce Management teams to address barriers.

Skills

Fluency in English

CRM systems

Microsoft Office

Education

Associate's degree

Bachelor's degree in business or healthcare

Tools

CRM software

Microsoft Office

Job description

About Us

Ventra is a leading business solutions provider for facility-based physicians practicing anesthesia, emergency medicine, hospital medicine, pathology, and radiology. Focused on Revenue Cycle Management, Ventra partners with private practices, hospitals, health systems, and ambulatory surgery centers to deliver transparent and data-driven solutions that solve the most complex revenue and reimbursement issues, enabling clinicians to focus on providing outstanding care to their patients and communities.

• Come Join Our Team!

  • As part of our robust Rewards & Recognition program, this role is eligible for our Ventra performance-based incentive plan, because we believe great work deserves great rewards.

• Help Us Grow Our Dream Team — Join Us, Refer a Friend, and Earn a Referral Bonus!

Job Summary

• The Contact Center Team Lead serves as a senior member of the Contact Center team and acts as the first line of support for Contact Center Specialists. This role assists Supervisors with day-to-day operations, training, and escalations while maintaining active participation in patient support activities. The Lead supports service delivery by resolving complex issues, mentoring peers, monitoring queue performance, and promoting adherence to quality and productivity standards.

The Contact Center Team Lead balances leadership responsibilities with hands-on operational duties and is expected to spend at least 50% of their time actively answering calls and assisting patients to ensure service level goals and frontline expertise are maintained. This role provides operational direction and support to Contact Center Specialists but does not have formal supervisory authority.

Essential Functions and Tasks

• Serve as a subject matter expert (SME) on contact center systems, processes, and workflows.
• Support Supervisors by handling escalated calls, emails, and complex inquiries requiring advanced problem-solving or cross-department collaboration.
• Provide real-time guidance and support to Contact Center Specialists to ensure accuracy, empathy, and adherence to quality and compliance standards.
• Conduct peer mentoring, side-by-side coaching, and participate in quality calibration sessions to ensure consistency in performance expectations.
• Assist Supervisors with onboarding, refresher training, and the communication of new policies, procedures, and system updates.
• Monitor call queues, service levels, and productivity dashboards; proactively identify performance trends or workflow issues and communicate findings to leadership.
• Perform call audits and quality checks, providing feedback and actionable recommendations for improvement.
• Compile and prepare reports or data summaries related to call volumes, service levels, and quality performance as requested.
• Participate in process improvement efforts, contribute feedback and help develop new procedures to improve efficiency and patient satisfaction.
• Collaborate with departments such as Quality Assurance, Training, and Workforce Management to address barriers impacting performance or patient experience.
• Act as a positive role model and resource for peers, fostering teamwork, professionalism, and accountability.
• Uphold confidentiality and compliance standards in accordance with company policy and applicable regulations.
• Perform special projects and other duties as assigned.

Education and Experience 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.

Knowledge, Skills, and Abilities

• 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.

Compensation

• Base Compensation will be based on various factors unique to each candidate including geographic location, skill set, experience, qualifications, and other job-related reasons.
• This position is also eligible for a discretionary incentive bonus in accordance with company policies.

Ventra Health

Equal Employment Opportunity (Applicable only in the US)Ventra Health is an equal opportunity employer committed to fostering a culturally diverse organization. We strive for inclusiveness and a workplace where mutual respect is paramount. We encourage applications from a diverse pool of candidates, and all qualified applicants will receive consideration for employment without regard to race, color, ethnicity, religion, sex, age, national origin, disability, sexual orientation, gender identity and expression, or veteran status. We will provide reasonable accommodations to qualified individuals with disabilities, as needed, to assist them in performing essential job functions.Recruitment AgenciesVentra Health does not accept unsolicited agency resumes. Ventra Health is not responsible for any fees related to unsolicited resumes.Solicitation of PaymentVentra Health does not solicit payment from our applicants and candidates for consideration or placement.

Statement of AccessibilityVentra Health is committed to making our digital experiences accessible to all users, regardless of ability or assistive technology preferences. We continually work to enhance the user experience through ongoing improvements and adherence to accessibility standards. Please review at https://ventrahealth.com/statement-of-accessibility/.