Services Administrator

GENESISCARE USA SERVICES LLC (S21 / XYW); Florida; On-site; USD 75,000 - 95,000; Full time

Job summary

GENESISCARE USA SERVICES LLC in New York seeks a Remote Services Administrator responsible for overseeing operational leadership and continuous improvement of centralized non-patient-facing services. The role focuses on leading the remote Call Center and Medical Records teams while enhancing efficiency and patient access.

Ideal candidates will have a strong understanding of healthcare workflows, experience in remote team management, and excel in data-driven decision-making. Join us at GenesisCare where innovation and patient outcomes are prioritized.

Qualifications

• Strong understanding of patient access functions, workflow systems, and compliance requirements.
• Previous experience overseeing call centers, remote teams, or centralized support functions in healthcare.

Responsibilities

• Lead operational oversight of the remote Call Center and Medical Records teams.
• Develop and maintain standardized workflows and service-level agreements (SLAs).
• Improve service reliability through measurable performance enhancements.
• Recruit and develop high-performing remote services team members.
• Collaborate with various teams to ensure alignment with clinic needs.
• Lead process improvement initiatives related to patient access and scheduling.

Skills

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

Tools

EMR/EHR systems

Call center technology platforms

Job description

About GenesisCare

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 do—whether 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 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.
• 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 – 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

GenesisCare is an Equal Opportunity Employer that is committed to diversity and inclusion. We are always improving, designing new and higher standards for clinical excellence and patient satisfaction. Join us at GenesisCare.