Manager, Contact Center

• Ventra is a leading business solutions provider for facility-based physicians practicing anesthesia, emergency medicine, hospital medicine, and now radiology, through the recent combining of forces with Advocate RCM. Focused on Revenue Cycle Management and Advisory services, 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.

• The Manager, Contact Center is responsible for the for the daily operations of the Contact Call Center.

• Manages Contact Center team operations, orients, trains, coaches, counsels, and disciplines staff. Plans, monitors, appraises, and reviews staff job contributions. Implements cross functional training and succession planning as allowable
• Oversees and manages the overall health and management of the day-to-day contact center operations
• Evaluates, designs, and implements improvement initiatives to deliver increased productivity, process efficiency, improved quality and deliver an industry leading contact center experience
• Implements, monitors, and analyzes report data to effectively and efficiently manage operation and call center performance (e.g. call metrics/service levels, inventory management, KPIs, quality performance, and customer satisfaction)
• Ensures appropriate call center phone coverage, scheduling changes, call routing, and overall work force management

• Bachelor’s degree in Business, Benefits, or related field
• Five (5) years of supervisory/management experience leading large scale contact center service and/or call center operations
• One (1) year of healthcare contact center experience preferred

• Working knowledge of scheduling/work force management software
• Knowledge of customer service best practices, processes, and procedures
• Knowledge of medical billing department processes and procedures
• Strong customer service skills
• Strong supervisory/management skills
• Strong word processing, spreadsheet, and database software skills
• Strong mathematical skills in addition, subtraction, multiplication and division of whole numbers and fractions; computing percentages; and working with decimals
• Strong management level oral, written, and interpersonal communication skills
• Strong analytical skills
• Strong problem-solving skills
• Strong time management skills
• Strong continuous process improvement skills
• Strong detail orientation skills
• Strong organizational skills
• Ability to foster an environment of customer satisfaction and demonstrated outcomes
• Ability to read, understand, and apply state/federal laws, regulations, and policies

Equal Employment Opportunity (Applicable only in the US)

Ventra Health is an equal opportunity employer committed to fostering a culturally diverse organization. We strive for inclusiveness and a workplace where mutual respect is paramount. We encourage applications from a diverse pool of candidates, and all qualified applicants will receive consideration for employment without regard to race, color, ethnicity, religion, sex, age, national origin, disability, sexual orientation, gender identity and expression, or veteran status. We will provide reasonable accommodations to qualified individuals with disabilities, as needed, to assist them in performing essential job functions.

Recruitment Agencies

Ventra Health does not accept unsolicited agency resumes. Ventra Health is not responsible for any fees related to unsolicited resumes.

Solicitation of Payment

Ventra Health does not solicit payment from our applicants and candidates for consideration or placement.

Attention Candidates
Please be aware that there have been reports of individuals falsely claiming to represent Ventra Health or one of our affiliated entities Ventra Health Private Limited and Ventra Health Global Services. These scammers may attempt to conduct fake interviews, solicit personal information, and, in some cases, have sent fraudulent offer letters.

To protect yourself, verify any communication you receive by contacting us directly through our official channels. If you have any doubts, please contact us at Careers@VentraHealth.com to confirm the legitimacy of the offer and the person who contacted you. All legitimate roles are posted on https://ventrahealth.com/careers/.