[Hiring] Senior Director, Contact Center @Ventra Health, Inc.

Role Description

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.

• 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.

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.
• Demonstrated success improving patient satisfaction, implementing new technology platforms, and managing large teams across remote and global settings.

Requirements

• 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.