Senior Director, Patient Experience & Contact Center

Ventra Health, Inc.; United States; Remote; USD 180,000 - 280,000; Full time

Benefits offered by this job

Performance-based incentive plan

Referral bonus

Job summary

Ventra Health, Inc. seeks a Senior Director of Contact Center & Patient Experience to lead the national contact center strategy within a healthcare revenue cycle environment and drive exceptional patient experiences across all touchpoints.

You will coordinate with Billing/AR, IT, and Client Success to align operations with enterprise goals, empower large teams, and champion continuous improvement in a dynamic healthcare setting.

Qualifications

• 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.

Responsibilities

• Provide visionary leadership for the national contact center strategy focused on exceptional patient experience across all patient touchpoints.
• Drive strategic alignment with enterprise KPIs and patient experience metrics (NPS, Call Quality, First Call Resolution).
• Partner with stakeholders across RCM to ensure patients have clear, accessible support.
• Develop and execute scalable workflows that optimize technology while improving agent experience and patient satisfaction.
• Build and lead a high-performing leadership team of directors, managers, and supervisors.
• Oversee training programs that support technical competence and soft skills.
• Cultivate a culture of accountability, equity, and inclusion; promote retention and development.
• Own budget forecasting, cost management, workforce planning, and technology investment strategies.
• Represent Ventra Health with hospital clients to customize contact center support models.

Skills

Executive leadership

Strategic planning

Communication

Data analysis

Change management

Cross-functional collaboration

Patient experience

Budgeting & forecasting

Call center platforms

Operational leadership

Education

Bachelor’s degree in Business Administration/Healthcare Administration

Master’s degree (MBA, MHA, MPH)

Tools

CRM platforms

Excel

BI tools

Job description

Ventra Health, Inc. seeks a Senior Director of Contact Center & Patient Experience to lead the national contact center strategy within a healthcare revenue cycle environment and drive exceptional patient experiences across all touchpoints.

You will coordinate with Billing/AR, IT, and Client Success to align operations with enterprise goals, empower large teams, and champion continuous improvement in a dynamic healthcare setting.