Why Join Us?
SunState Medical Specialists (SMS) is proud to be a part of OneOncology in delivering exceptional, community-based specialty care across Florida. With a team of 105 physicians spanning urology, radiation oncology, medical oncology, breast surgery, general surgery, and head and neck surgery, SMS is committed to providing high-quality, accessible care. Our practice continues to expand services by offering advanced radiation therapies, in-house pharmacy and laboratory capabilities, care management, theranostics, cutting-edge diagnostic imaging, and clinical research. We are dedicated to recruiting top-tier physicians to help increase access to affordable, high-quality care throughout the state.
Job Description
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
SunState Medical Specialists (SMS) is proud to be a part of OneOncology in delivering exceptional, community-based specialty care across Florida. With a team of 105 physicians spanning urology, radiation oncology, medical oncology, breast surgery, general surgery, and head and neck surgery, SMS is committed to providing high-quality, accessible care. Our practice continues to expand services by offering advanced radiation therapies, in-house pharmacy and laboratory capabilities, care management, theranostics, cutting-edge diagnostic imaging, and clinical research. We are dedicated to recruiting top-tier physicians to help increase access to affordable, high-quality care throughout the state.
Job Description
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.
- Ensure staffing models, workflows, performance expectations, and policies are aligned across regions.
- 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.
- 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.
- 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.
- 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.
- 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.
- Strong understanding of patient access functions, workflow systems, and compliance requirements.
- 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.
- 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
About the company
Hospitals and Health Care
An integrated oncology and multispecialty physician network throughout Florida providing care for more than 90,000 patients annually, GenesisCare U.S. offers community-based cancer care and other services at convenient locations. The company's purpose is to redefine the care experience by improving patient outcomes, access and care delivery. With advanced technology and innovative treatment options, skilled physicians and support staff offer comprehensive and coordinated care in radiation oncology, urology, medical oncology, hematology, diagnostics, and surgical oncology.