Senior Director, Contact Center

This is a fully remote position, open to applicants in United States.

📋 Description

• Provide strategic leadership for the national contact center initiatives encompassing inbound and outbound calls, chat, SMS, and self-service platforms.

• Align operations with corporate KPIs and patient experience metrics, such as NPS, call quality, first call resolution, call abandonment rate, and customer effort score.

• Collaborate with RCM stakeholders to offer clear, accessible, and compassionate patient support.

• Design and implement scalable workflows that enhance IVR, CRM, AI chat, and call routing.

• Execute continuous improvement strategies leveraging performance metrics, call quality audits, and patient feedback.

• Lead and develop directors, managers, and supervisors responsible for overseeing a large team of contact center agents and support staff.

• Manage comprehensive training programs focused on both technical and soft skills.

• Foster a culture of accountability, coaching, diversity, equity, inclusion, retention, engagement, and career advancement.

• Oversee budget forecasting, cost management, workforce planning, and strategies for technology investment.

• Act as an executive partner to hospital clients and physician groups, tailoring contact center support models to their needs.

• Spearhead initiatives aimed at reducing call volume through self-service options, FAQs, and digital navigation tools while addressing the needs of vulnerable populations.

• Represent Ventra Health in patient experience and access forums at local, regional, and national levels.

• Collaborate with peers in Enterprise Service Delivery across Billing/AR, correspondence, Provider Enrollment, IT, and Client Success.

• Support objectives related to 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 a related field is required.

• Master’s degree (MBA, MHA, MPH) is strongly preferred.

• Over 10 years of experience in healthcare call center operations, patient experience leadership, or similar RCM leadership roles.

• More than 5 years of experience managing multi-site, high-volume contact centers with cross-functional leadership responsibilities.

• Proven track record of enhancing patient satisfaction, implementing new technology platforms, and leading large teams in remote and global environments.

• Executive-level leadership skills, strategic planning capabilities, and strong communication abilities.

• In-depth knowledge of the healthcare revenue cycle, particularly in patient access and financial services.

• Established ability to balance operational efficiency with empathy and patient-centered communication.

• Proficiency in patient experience tools and practices, such as Press Ganey, CAHPS, and NPS surveys.

• Strong financial and operational understanding, including budget planning and forecasting.

• Experience with call center platforms.

• Excellent data analysis abilities using Excel, BI tools, and CRM data.

• Experience in change management and performance coaching.

• Strong facilitation and presentation skills for both internal and external audiences.

• Ability to influence and collaborate across all levels of the organization.

• Demonstrated commitment to equity, cultural competence, and inclusive leadership.

• Comfortable operating in a dynamic, high-growth, or transformative environment.

🏝️ Benefits

• Ventra performance-based incentive plan.

• Discretionary incentive bonus in accordance with company policies.

• Referral bonus for recommending a friend.

• Remote work arrangement.

• Career development strategies and opportunities.

• Inclusive workplace dedicated to diversity, equity, and inclusion.

• Reasonable accommodations for qualified individuals with disabilities.