Services Administrator at GenesisCare U.S.

Why Join Us?

SunState Medical Specialists (SMS) is proud to partner with OneOncology in delivering exceptional, community-based specialty care across Florida. With a team of 105 physicians spanning urology, radiation oncology, medical oncology, breast surgery, general surgery, and head and neck surgery, SMS is committed to providing high-quality, accessible care. Our practice continues to expand services by offering advanced radiation therapies, in-house pharmacy and laboratory capabilities, care management, theranostics, cutting-edge diagnostic imaging, and clinical research. We are dedicated to recruiting top-tier physicians to help increase access to affordable, high-quality care throughout the state.

Job Description

The Remote Services Administrator (RSA) is responsible for the operational leadership, performance, and continuous improvement of centralized non-patient-facing services across the division. This role oversees the remote Call Center and Medical Records teams and leads the build-out and operationalization of a remote call center function for Urology.

This role was created to consolidate fragmented administrative functions into a unified remote services model—improving efficiency, scalability, patient access, service consistency, and reducing operational burden at the practice level. As part of the Practice Administrator job family, the RSA functions as a peer-level leader within the division, working in partnership with Practice Administrators to support clinic operations, physician engagement, and patient experience.

Key Accountabilities

Remote Operations Leadership

• Lead operational oversight of the remote Call Center, Medical Records teams, and future centralized remote administrative functions.
• Build and operationalize the remote service model using a framework as a blueprint.
• Ensure staffing models, workflows, performance expectations, and policies are aligned across regions.
  
  

Performance Management & Standardization

• Develop and maintain standardized workflows, scripts, escalation pathways, and service-level agreements (SLAs).
• Create visibility and accountability through metric scorecards and operational dashboards.
• Conduct ongoing audits to ensure consistency, accuracy, productivity, and compliance.
  
  

Patient & Provider Experience

• Improve service reliability through measurable improvements in abandonment rates, call responsiveness, referral processing, documentation accuracy, and turnaround times.
• Ensure issues are escalated and resolved timely with clear feedback loops to sites and leadership.
• Support provider experience by reducing administrative friction and improving support quality.
  
  

Staff Leadership & Workforce Development

• Recruit, onboard, and develop high-performing remote services team members.
• Establish ongoing training, competency validation, coaching, and performance management programs.
• Drive a culture of accountability, service excellence, communication, and continuous improvement.
  
  

Collaboration & Alignment With Operations

• Work closely with Practice Administrators, Directors, Revenue Cycle, IT, and clinical operations to ensure alignment with clinic needs and organizational goals.
• Participate in operational cadences including huddles, leadership meetings, and performance reviews.
  
  

Change Management & Future-State Growth

• Serve as operational lead for process improvement initiatives related to patient access, scheduling, call routing, documentation workflows, and patient-facing digital tools.
• Identify and implement scalable technology, automation opportunities, and efficiency enhancements.
  
  

Required Qualifications

• Strong understanding of patient access functions, workflow systems, and compliance requirements.
  
  

Preferred Qualifications

• Previous experience overseeing call centers, remote teams, or centralized support functions in healthcare.
• Experience in multisite healthcare delivery environments or specialty medicine (oncology preferred).
• Proficiency in EMR/EHR systems and call center technology platforms.
  
  

Core Competencies

• Operational discipline and execution
• Cross-functional and remote team leadership
• Data-driven decision-making
• Service excellence mindset
• Process standardization and systems thinking
• Communication and change leadership