Vice President of Customer Service

Persante Health Care is seeking an experienced, strategic, and patient-centered Vice President of Customer Service to lead the organization's patient, provider, hospital-partner, and referral-source service experience. This executive leader will oversee customer-facing operations, including contact center services, scheduling support, patient communications, escalation management, and service recovery.

This role is ideal for a healthcare service leader who can build scalable systems, improve measurable performance, strengthen referral retention, and ensure every interaction reflects Persante's commitment to clinically innovative, patient-centered sleep care.
Position Details

• Job Title: Vice President of Customer Service
• Company: Persante Health Care
• Reports To: President / Chief Growth Officer
• Employment Type: Full-time
• Location: On Site, Headquarters Mt. Laurel, NJ. (hybrid potential, travel required)
• Compensation: $175,000 - $200,000

What You'll Do

• Develop and execute an enterprise customer-service strategy aligned with Persante's growth, clinical quality, patient-access, and hospital-partner objectives.
• Lead all customer-service functions, which may include patient scheduling, inbound and outbound contact-center operations, referral intake, authorization coordination, patient education, medical-records support, and complaint resolution.
• Establish a measurable service model with clear standards for responsiveness, abandonment rate, speed to answer, first-contact resolution, conversion, patient satisfaction, referral-office satisfaction, and escalation turnaround time.
• Build scalable staffing models for high-volume and multi-state operations, including workforce planning, scheduling, hiring, onboarding, training, coaching, and performance management.
• Partner with Operations, Clinical Services, Revenue Cycle, Sales/Clinical Education, IT, Compliance, and hospital clients to identify and resolve service barriers across the patient journey.
• Create consistent workflows for patients referred for sleep testing, including communication from referral receipt through scheduling, testing, results coordination, and next-step follow-up.
• Own the escalation and service-recovery framework for patients, physician offices, hospital partners, and internal stakeholders; ensure timely documentation, communication, and corrective action.
• Use contact-center, CRM, EHR, scheduling, call-recording, and operational data to identify trends, capacity constraints, referral leakage, avoidable cancellations, and opportunities for automation.
• Drive implementation and adoption of technology solutions, including AI-enabled call routing, quality monitoring, knowledge management, patient messaging, self-service tools, and analytics.
• Establish quality-assurance standards for calls, written communication, documentation, privacy practices, empathy, accuracy, and regulatory compliance.
• Ensure customer-service operations comply with HIPAA, applicable state requirements, payer requirements, hospital policies, and Persante standards. Persante's HIPAA policy specifically identifies customer-service leadership as a point of contact for certain patient privacy and records-related requests.
• Prepare regular executive reporting on service performance, customer sentiment, operational risks, staffing needs, improvement initiatives, and financial impact.
• Develop and manage departmental budgets, vendor relationships, technology investments, and business cases for service-enhancement initiatives.
• Foster a high-accountability, compassionate, data-driven culture focused on patient outcomes and exceptional partner experience.

• Bachelor's degree required; master's degree in healthcare administration, business, public health, or a related field preferred.
• 10+ years of progressively responsible customer-service, contact-center, patient-access, healthcare operations, or service-experience leadership.
• 5+ years leading large, multi-site, remote, or distributed teams, preferably in a healthcare, diagnostics, specialty-care, hospital, or payer environment.
• Demonstrated experience building scalable service operations and improving measurable service, access, retention, and productivity outcomes.
• Strong knowledge of patient-access workflows, referral management, scheduling, revenue-cycle touchpoints, and healthcare privacy requirements.
• Experience working with EHRs, CRMs, call-center platforms, workforce-management tools, reporting dashboards, and customer-experience analytics.
• Proven ability to lead through change, manage cross-functional priorities, and communicate effectively with executive leadership, hospital partners, physicians, and frontline teams.
• Experience in sleep medicine, diagnostic testing, DME, specialty care, or hospital outsourced-services models is strongly preferred.

Equal Employment Opportunity

Persante Health Care is an equal opportunity employer and does not discriminate based on race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, disability, genetic information, veteran status, or any other status protected by applicable law.