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Ventra Health
Ventra Health
1,001 – 5,000 Employees
B2BHealthcareSaaS

Ventra Health is a healthcare revenue cycle management company serving hospitals, health systems, and physician practices across the United States. Its services cover medical billing, coding, claims management, denial prevention, payer contracting, collections, compliance audits, patient responsibility management, and payer strategy.

The company combines RCM expertise and enterprise client service with technology platforms including vCision for AI and automation and vSight for data and analytics. These tools support efforts to improve reimbursement, reduce claim denials, accelerate collections, and provide clearer insight into revenue cycle performance. Ventra Health operates at the intersection of healthcare services, SaaS, and B2B technology, serving thousands of providers and facilities nationwide.

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Senior Director of Contact Center

Lead Ventra Health’s nationwide healthcare revenue cycle contact center, with a focus on patient experience, operational results, technology adoption, and large-scale team leadership.

USUnited StatesRemoteFull-timeSeniorEnglish RequiredCall Center Representative

Description

  • Set the strategy for a national contact center serving patients through calls, chat, SMS, and self-service channels.
  • Manage performance against enterprise KPIs and patient experience measures, including NPS, call quality, first-call resolution, abandonment, and customer effort.
  • Work with revenue cycle management stakeholders to deliver clear, accessible, and empathetic patient support.
  • Design scalable workflows for IVR, CRM, AI chat, and call routing.
  • Drive continuous improvement using performance data, call audits, and patient feedback.
  • Lead directors, managers, and supervisors responsible for hundreds of contact center agents and support staff.
  • Oversee technical and interpersonal skills training programs.
  • Build a culture of accountability, coaching, inclusion, retention, engagement, and career growth.
  • Manage budget forecasts, costs, workforce planning, and technology investment strategies.
  • Partner with hospital clients and physician groups to tailor contact center support models.
  • Reduce call demand through self-service, FAQs, and digital navigation while supporting vulnerable populations.
  • Represent Ventra Health at patient experience and access forums at local, regional, and national levels.
  • Coordinate with Enterprise Service Delivery teams across Billing and AR, correspondence, Provider Enrollment, IT, and Client Success.
  • Advance cash acceleration, call resolution, brand loyalty, operational efficiency, service quality, technology adoption, and continuous improvement.

Requirements

  • Bachelor’s degree in business administration, healthcare administration, communications, or a related field.
  • Master’s degree such as an MBA, MHA, or MPH preferred.
  • At least 10 years of experience in healthcare call center operations, patient experience leadership, or related revenue cycle leadership roles.
  • At least 5 years managing multi-site, high-volume contact centers with cross-functional leadership responsibilities.
  • Track record of improving patient satisfaction, introducing technology platforms, and managing large teams across remote and global settings.
  • Executive leadership, strategic planning, and communication skills.
  • Strong knowledge of the healthcare revenue cycle, particularly patient access and financial services.
  • Ability to balance operational efficiency with empathetic, patient-centered communication.
  • Expertise with patient experience tools and methods, including Press Ganey, CAHPS, and NPS surveys.
  • Financial and operational expertise, including budget planning and forecasting.
  • Experience with call center platforms.
  • Strong data analysis skills using Excel, business intelligence tools, and CRM data.
  • Experience in change management and performance coaching.
  • Strong facilitation and presentation skills for internal and external audiences.
  • Ability to influence and collaborate across functions and organizational levels.
  • Commitment to equity, cultural competence, and inclusive leadership.
  • Comfort working in a dynamic, high-growth, or transformation environment.

Benefits

  • Performance-based incentive plan.
  • Discretionary incentive bonus under company policies.
  • Referral bonus for referring a friend.
  • Remote work arrangement.
  • Career development strategies and opportunities.
  • Inclusive workplace committed to diversity, equity, and inclusion.
  • Reasonable accommodations for qualified individuals with disabilities.

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