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.