Phone Operations Manager

Clearview Cancer Institute is north Alabama's leading cancer treatment facility. For over 30 years Clearview Cancer Institute has provided leading-edge treatment and compassionate care to those diagnosed with cancer or blood disorders. Clearview offers every service and amenity needed in an outpatient setting and our dedication to research and involvement in Phase I-IV clinical trials gives our patients the opportunity to receive potentially life-saving treatment options.

Why Join Us? We are looking for talented and highly-motivated individuals who demonstrate a natural desire to support the meaningful work of community oncologists and the patients we serve.

The Phone Operations Manager leads the centralized Phone Operations team, a single department responsible for answering and triaging incoming calls across Medical Oncology, Radiation Oncology, and Urology. This role owns the performance, staffing, and daily operations of all phone operators, ensuring patients and providers reach the right destination quickly and accurately regardless of division. The Phone Operations Manager partners closely with the Director of Front Office Operations and division leadership to maintain consistent service levels, call quality, and triage accuracy across the merged organization.

Key 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 within a single unified workflow.

• Develop and maintain triage scripts, escalation pathways, and call-handling SOPs that reflect the needs of each division while preserving consistency across the team.

• Monitor and report key performance indicators, including call volume, abandonment rate, average speed of answer, and triage accuracy; identify trends and staffing needs.

• Hire, train, and onboard new phone operators; deliver ongoing coaching, call quality audits, and performance evaluations.

• Manage schedules to ensure adequate phone coverage during clinic hours, including planning for call volume peaks, holidays, and staff absences.

• Serve as the primary escalation point for complex or urgent calls that require managerial judgment or cross division coordination.

• Collaborate with Scheduling, Front Desk, and Medical Records managers to ensure smooth handoffs when a call requires action outside Phone Operations. • Partner with clinical leadership to stay current on provider availability, urgent-call protocols, and division specific triage guidelines.

• Identify opportunities to improve call flow efficiency, reduce hold times, and enhance the patient experience through process and technology improvements.

• Maintain compliance with HIPAA and organizational policies in all call handling and documentation.

• Prepare regular reports and updates for the Director of Front Office Operations on team performance and operational needs.

Qualifications:

• High school diploma or equivalent required; associate or bachelor's degree preferred.

• Minimum 3–5 years of experience in a healthcare call center, phone operations, or patient access role, including at least 1–2 years in a supervisory or lead capacity.

• Experience in an oncology, multi-specialty, or multi-site healthcare setting strongly preferred.

• Working knowledge of EMR and phone/call center systems (e.g., OncoEMR, Aria, or comparable platforms).

• Strong understanding of medical triage principles and the ability to train others on urgent versus routine call handling.

• Excellent verbal communication, active listening, and conflict-resolution skills.

• Demonstrated ability to lead, coach, and hold a team accountable to performance standards.

• Strong organizational skills with the ability to manage competing priorities across multiple divisions.

• Proficiency with Microsoft Office and call center reporting/analytics tools.

Core Competencies:

• Leadership — builds and sustains a high-performing, accountable team.

• Cross-Divisional Judgment — applies the right triage standard for each division while keeping the team unified.

• Composure Under Pressure — manages high call volume and urgent situations calmly and effectively.

• Service Orientation — champions a patient-first approach to every call.

• Continuous Improvement — proactively identifies and implements process improvements.

Working Conditions:

Primarily an office/call-center environment. May require occasional travel between CCI clinic locations. Standard business hours with flexibility required to support clinic operations, staffing coverage, and occasional after-hours escalations.