Director, Contact Center

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.

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  • 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.

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• The Director, Contact Center is responsible for the successful operation of a contact center management site managing both human and material resources. Needs to establish and clearly communicate all hospital strategy and key performance indicators to the contact center team at all levels, provide feedback regarding operations to include budgeting, goal setting, performance management, company policy and procedure and monitoring overall performance to lead to successful results. Supports both internal and external customers in achieving service level, key performance indicators, metrics, quality goals, caller/patient satisfaction, single call resolution and budgetary goals.  Responsible for operating systems, policies and procedures within the site including development, implementation, and continual improvement of processes to best achieve overall Ventra Health’s strategic and tactical business goals.  Responsible for leading process improvement efforts within the contact center.  Provides leadership and management to contact center staff and associates; seeks to achieve overall staff satisfaction; provides development of site’s supervisory team; ensures training and development for supervisors and associates.  Serves as an effective hospital partner to multi-departments working in conjunction with peers; supports the broader business line and medical center to achieve goals.  Represents Ventra Health as a leading healthcare organization both on a local, state national and international level

• Daily operation of Ventra Health’s patient centered contact. Budgeting, goal setting, performance management, company policy and procedure and monitoring overall performance to lead to successful results. Responsible for operating systems, policies and procedures within the contact centers including development, implementation, and continual improvement of processes.  Responsible for leading process improvement efforts within the contact center. Establish and communicate hospital strategy and key performance indicators to call center. Provides leadership and management to contact center staff and associates; provides development of site’s supervisory team; ensures training and development for supervisors and associates
• Provide day to day leadership of contact center operations including the initial development, implementation, and launch. Meets call center financial objectives by estimating requirements; preparing annual budget; managing expenditures; analyzing variances; initiating corrective actions
• Monitor daily performance for metric achievement and ensure corrective action is taken when necessary. Analyze call center operations to evaluate effectiveness.  Based on analysis recommend changes to better serve patients. Prepares call center performance reports by collecting, analyzing, and summarizing data and trends
• Analyze trends to proactively address and/or respond quickly and professionally to all issues received. Evaluate and facilitate changes to business processes and workflow
• Maintain and accurately report key department operating and tracking statistics Monitors calls and gives feedback to increase quality. Monitor & observe calls and provide timely feedback to ensure quality standards and compliance with policies and procedures
• Train and develop contact call center rep skills through a variety of methods such as one-on-one training sessions, group meetings, role playing, email communication, certification process administration and progressive discipline. Ensure a high level of customer service by conducting weekly quality monitoring of calls; motivating and encourage agents through positive feedback; taking difficult calls when an agent needs assistance; working to resolve patient and provider complaints; establish regular meetings with providers and other departments to review call center performance
• Plan and communicate changes in processes, policies and/or procedures in a clear, concise and expedient manner throughout the contact call center

• Four-year college degree in Business Management / Administration or other pertinent field, Master degree preferred
• 5-10 years managerial experience, preferably directing a contact center or overseeing a performance improvement department

• Excellent leadership and interpersonal skills
• Excellent verbal and written communication skills
• Demonstrated strong facilitation and presentation and training skills
• Demonstrated strong project management and planning skills in order to successfully manage multiple, simultaneous projects
• Strong knowledge and experience in complex human resource management to include labor laws
• Demonstrated strong ability to analyze processes, enact change, work in a start-up and changing environment, and think operationally and strategically to achieve business goals
• Demonstrated ability to manage small to midsize staff (25+) in a call center site environment and to work effectively as a business partner within a larger framework
• Demonstrated leadership over multi-functional departments to include IT, Telephony, Facilities, Training, Quality Assurance, Recruiting and HR
• Demonstrated ability to successfully manage excellent customer relationships
• Knowledge of best practices for call center industry, technology, telecom, call center operations, call center training, and facilities management
• Ability to read, understand, and apply state/federal laws, regulations, and policies
• Ability to communicate with diverse personalities in a tactful, mature, and professional manner
• Ability to remain flexible and work within a collaborative and fast paced environment
• Basic use of computer, telephone, internet, copier, fax, and scanner
• Basic touch 10 key skills
• Basic Math skills   
• Understand and comply with company policies and procedures
• Strong oral, written, and interpersonal communication skills
• Strong time management and organizational skills
• Strong knowledge of Outlook, Word, Excel (pivot tables), and database software skills

• 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. 

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/. 

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