Senior Director, Contact Center

Ventra Health

. Provide visionary leadership for the national contact center strategy across inbound and outbound calls, chat, SMS, and self-service platforms .

Posted 10/13/2026full-timeRemote • United StatesSeniorWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in healthcare call center operations, patient experience leadership, and strategic planning, with a strong focus on operational efficiency and patient-centered communication. Proven ability to lead large teams, implement technology solutions, and drive continuous improvement in patient satisfaction metrics.

Highest-signal resume keywords

Healthcare Call Center OperationsPatient Experience LeadershipStrategic PlanningBudget Planning and ForecastingChange Management

ATS Keywords

Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills

Data AnalysisBudget ForecastingPerformance MetricsIVR OptimizationCRM ManagementCall Center Platform ManagementPatient Experience ToolsTechnology ImplementationWorkflow DevelopmentOperational Efficiency

Soft Skills

Empathetic CommunicationCoachingFacilitationCollaborationInclusive Leadership

Tools & Technologies

ExcelBI ToolsCRM SystemsAI Chat PlatformsSelf-Service Tools

Certifications & Qualifications

Bachelor’s DegreeMaster’s Degree (MBA, MHA, MPH)

Industry Keywords

Patient AccessHealthcare Revenue CycleNPS SurveysCall Quality AuditsDiversity and Inclusion

About the role

Key responsibilities & impact

Provide visionary leadership for the national contact center strategy across inbound and outbound calls, chat, SMS, and self-service platforms
Align operations with enterprise KPIs and patient experience metrics, including NPS, call quality, first call resolution, call abandonment rate, and customer effort score
Partner with RCM stakeholders to provide clear, accessible, and empathetic patient support
Develop and execute scalable workflows optimizing IVR, CRM, AI chat, and call routing
Implement continuous-improvement strategies using performance metrics, call quality audits, and patient feedback
Build and lead directors, managers, and supervisors overseeing hundreds of contact center agents and support staff
Oversee comprehensive technical and soft-skills training programs
Cultivate accountability, coaching, diversity, equity, inclusion, retention, engagement, and career development
Own budget forecasting, cost management, workforce planning, and technology investment strategies
Serve as executive partner to hospital clients and physician groups, customizing contact center support models
Lead initiatives to reduce call volume through self-service, FAQs, and digital navigation tools while supporting vulnerable populations
Represent Ventra Health in patient experience and access forums at local, regional, and national levels
Collaborate with Enterprise Service Delivery peers across Billing/AR, correspondence, Provider Enrollment, IT, and Client Success
Support cash acceleration, call resolution, brand loyalty, operational efficiency, service excellence, technology adoption, and continuous improvement

Requirements

What you’ll need

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
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, such as Press Ganey, CAHPS, and 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
Change management and performance coaching experience
Strong facilitation and presentation skills for 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

Benefits

Comp & perks

Ventra performance-based incentive plan
Discretionary incentive bonus in accordance with 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