Services Administrator

Services Administrator

At GenesisCare we want to hear from people who are as passionate as we are about innovation and working together to drive better life outcomes for patients around the world.

Our purpose is to design care experiences that get the best possible life outcomes. Our goal is to deliver exceptional treatment and care in a way that enhances every aspect of a person's cancer journey.

Joining the GenesisCare team means a commitment to seeing and doing things differently. People centricity is at the heart of what we dowhether that person is a patient, a referring doctor, a partner, or someone in our team. We aim to build a culture of 'care' that is patient focused and performance driven.

Role Summary:

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 modelimproving 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

• 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.
• 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.
• 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.
• 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.
• 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.
• 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

An integrated oncology and multispecialty network in Florida providing care for more than 120,000 patients annually, GenesisCare U.S. offers community-based cancer care and other services at convenient locations. The company's purpose is to redefine the care experience by improving patient outcomes, access and care delivery. With advanced technology and innovative treatment options, skilled physicians and support staff offer comprehensive and coordinated care in radiation oncology, urology, medical oncology, hematology, diagnostics, ENT and surgical oncology.

GenesisCare is an Equal Opportunity Employer that is committed to diversity and inclusion.