Healthcare Call Center Operations Lead

Astera Cancer Care; Hillmont (AL); On-site; USD 60,000 - 85,000; Full time

Job summary

Clearview Cancer Institute is seeking a Phone Operations Manager to lead the centralized Phone Operations team across Medical Oncology, Radiation Oncology, and Urology. You will supervise all phone operators, ensure fast, accurate call routing, and maintain standardized triage procedures in a unified workflow.

Collaborate with Front Office and division leadership to sustain service levels, call quality, and triage accuracy.

Qualifications

• Minimum 3–5 years of experience in a healthcare call center, including 1–2 years in a supervisory role.
• Experience in an oncology, multi-site healthcare setting preferred.
• Working knowledge of EMR and call center systems (e.g., OncoEMR, Aria).
• Strong verbal communication, active listening, and problem-solving skills.

Responsibilities

• Directly supervise, schedule, and manage all phone operators, serving as the sole point of leadership for the Phone Operations department.
• Oversee daily call center operations, including call volume monitoring, staffing coverage, and real-time queue management across all divisions.
• Ensure accurate call triage and routing for Medical Oncology, Radiation Oncology, and Urology, maintaining division-specific protocols.
• Develop and maintain triage scripts, escalation pathways, and call-handling SOPs reflecting the needs of each division.
• Monitor and report KPIs: call volume, abandonment rate, speed of answer, triage accuracy; identify trends and staffing needs.
• Hire, train, and onboard new phone operators; deliver coaching, audits, and evaluations.
• Manage schedules for clinic hours, peak volumes, holidays, and absences.

Skills

Leadership

Healthcare call center experience

HIPAA compliance

Performance metrics

Coaching & training

Communication skills

Education

High school diploma or equivalent

Associate's degree preferred

Bachelor's degree preferred

Tools

OncoEMR

Aria

Call center software

Job description

Clearview Cancer Institute is seeking a Phone Operations Manager to lead the centralized Phone Operations team across Medical Oncology, Radiation Oncology, and Urology. You will supervise all phone operators, ensure fast, accurate call routing, and maintain standardized triage procedures in a unified workflow.

Collaborate with Front Office and division leadership to sustain service levels, call quality, and triage accuracy.