Phone Operations Manager

OneOncology•Huntsville, AL

18d•Hybrid

About The Position

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.

Requirements

High school diploma or equivalent required
Minimum 3–5 years of experience in a healthcare call center, phone operations, or patient access role
At least 1–2 years in a supervisory or lead capacity
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

Nice To Haves

Associate or bachelor's degree preferred
Experience in an oncology, multi-specialty, or multi-site healthcare setting strongly preferred

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.