Senior Director, Contact Center

Ventra Health, Inc.; Idaho; Remote; USD 150,000 - 190,000; Full time

Benefits offered by this job

Discretionary incentive bonus

Job summary

Ventra Health, Inc. is seeking a Senior Director of Contact Center & Patient Experience to set the strategic direction for our national contact center in a healthcare revenue cycle setting.

You will lead large teams, align operations with enterprise RCM goals, and drive continuous improvement in patient support across multiple locations or virtual environments.

Qualifications

• Bachelor’s degree in Business Administration, Healthcare Administration, Communications, or related field required.
• Master’s degree (MBA, MHA, MPH) strongly preferred.

Responsibilities

• Provide visionary leadership for the national contact center strategy focused on patient experience across all touchpoints.
• Drive alignment with KPIs like NPS, Call Quality, First Call Resolution, and CSAT.
• Partner with RCM stakeholders to ensure accessible, empathetic patient support.
• Develop scalable workflows encompassing IVR, CRM, AI chat, and routing to improve agent and patient experiences.
• Lead multi-site teams and oversee training programs for technical and soft skills.
• Oversee budget forecasting, workforce planning, and technology investments.

Skills

Healthcare call center operations

Patient experience leadership

Cross-functional leadership

Education

Bachelor’s degree in Business/Healthcare Administration/Communications

Master’s degree (MBA/MHA/MPH) preferred

Tools

Call center platforms

Excel

BI tools

CRM data analysis

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 Senior Director of Contact Center & Patient Experience is responsible for the strategic direction, operational leadership, and overall performance of the contact center within a healthcare revenue cycle environment. This role ensures exceptional patient experience while aligning operations with enterprise-level RCM goals such as cash acceleration, call resolution, and brand loyalty. This position leads large-scale teams and cross-functional initiatives that span billing inquiries, and patient advocacy for various business units. The Senior Director is accountable for operational efficiency, service excellence, technology adoption, and continuous improvement. This role also ensures that every patient interaction reflects organizational values and supports trust, transparency, and equity.
• The role requires strong collaboration with peers across Enterprise Service Delivery such as Billing/AR, correspondence, Provider Enrollment, IT, and Client Success to build a consistent, data-informed, patient-centric model of service. Represents Ventra Health as a leading healthcare organization both on a local, state national and international level.

Essential Functions and Tasks

• Provide visionary leadership for the national contact center strategy focused on exceptional patient experience across all patient touchpoints, including inbound/outbound calls, chat, SMS, and self-service platforms.
• Drive strategic alignment with enterprise KPIs and patient experience metrics such as Net Promoter Score (NPS), Call Quality, First Call Resolution, Call Abandonment Rate, and Customer Effort Score.
• Partner with stakeholders across RCM to ensure patients have clear, accessible, and empathetic support.
• Develop and execute scalable workflows that optimize technology (IVR, CRM, AI chat, call routing) while improving both agent experience and patient satisfaction.
• Create and implement strategies for continuous improvement using performance metrics, call quality audits, and patient feedback loops.
• Build and lead a high-performing leadership team of directors, managers, and supervisors who oversee hundreds of contact center agents and support staff across multiple locations or virtual environments.
• Oversee the design and delivery of comprehensive training programs that support both technical competence and soft skills (empathy, de-escalation, clarity, etc.).
• Cultivate a strong culture of accountability, coaching, diversity, equity, and inclusion. Promote retention through engagement and career development strategies.
• Own budget forecasting, cost management, workforce planning, and technology investment strategies that align with long‑term RCM and patient access priorities.
• Serve as an executive partner with hospital clients and physician groups to understand their priorities and customize contact center support models accordingly.
• Lead cross-functional initiatives to reduce call volume through self-service solutions, FAQs, and digital navigation tools, while ensuring vulnerable populations are still supported effectively.
• Represent the organization in patient experience and access forums on local, regional, and national levels.
• Experience in cash collection strategies is preferred.

Education and Experience 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.

Knowledge, Skills, and Abilities

• 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 (e.g., Press Ganey, CAHPS, 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 to drive decisions.
• Change management and performance coaching experience.
• Strong facilitation and presentation skills for both 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.

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/.