Senior Director, Contact Center

About Us: Ventra is a leading business solutions provider for facility\-based physicians practicing anesthesia, emergency medicine, hospital medicine, pathology, and radiology. Focused on Revenue Cycle Management, Ventra partners with private practices, hospitals, health systems, and ambulatory surgery centers to deliver transparent and data\-driven solutions that solve the most complex revenue and reimbursement issues, enabling clinicians to focus on providing outstanding care to their patients and communities. **Come Join Our Team!*** As part of our robust Rewards \& Recognition program, this role is eligible for our Ventra performance\-based incentive plan, because we believe great work deserves great rewards **Help Us Grow Our Dream Team — Join Us, Refer a Friend, and Earn a Referral Bonus!** Job Summary: * 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. * The role requires strong collaboration with peers across Enterprise Service Delivery such as Billing/AR, correspondence, Provider Enrollment, IT, and Client Success to build a consistent, data\-informed, patient\-centric model of service. Represents Ventra Health as a leading healthcare organization both on a local, state national and international level. Essential Functions and Tasks: * 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 suppor