• 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.