Bilingual Clinical Contact Center Supervisor

🔥 1 minute ago

🇺🇸 United States – Remote

💵 $60k - $111k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

📞 Call Center Representative

👻 Ghost score 0%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Inizio Engage

WebsiteLinkedInAll Job Openings

5001 - 10000 employees

💼 Consulting

📣 Marketing

🏥 Healthcare

Consulting • Marketing • Healthcare

Inizio Engage is a company that partners with clients in healthcare and beyond to drive strategic, commercial, and creative engagement solutions. Leveraging advanced analytics, unique methodologies, and a team of over 5,000 experts worldwide, Inizio Engage focuses on optimizing decision-making, enhancing patient solutions, and promoting healthcare professionals. The company designs experiences that inspire lasting change, enrich cultures, and enhance business performance. They specialize in areas like medical affairs, patient solutions, and omnichannel commercial engagement, aiming to improve health decisions and treatment outcomes globally.

📋 Description

• Supervise call center staff, including active performance management • Provide day-to-day supervision of communicators and implement and communicate performance standards • Clarify expectations, gain commitment, and hold team members accountable • Coach team members and support individual development • Conduct performance evaluations • Conduct new hire interviewing and training • Address performance issues, disciplinary actions, and terminations according to policy • Monitor staffing levels and develop contingency coverage plans • Coordinate and deliver program trainings • Implement initiatives to encourage teamwork and employee engagement • Supervise call floor operations • Deliver service meeting or exceeding client KPIs and maintain service levels • Ensure quality, compliance, HIPAA adherence, and client needs • Manage operations in a fiscally responsible manner • Collaborate with internal teams on continuous quality improvement • Monitor inbound and outbound calls for script adherence, call integrity, adverse-event compliance, HIPAA compliance, and proper phone technique • Analyze call metrics, productivity reports, and database metrics; share findings and recommendations with leadership • Oversee alternate channels including email, voicemail, and white mail • Assist with program modifications, special call programs, and new client programs • Assist in developing quality improvement programs • Develop contact center policies and procedures • Safeguard patient privacy and confidentiality under HIPAA

🎯 Requirements

• Current RN License Required • Fluency in Spanish and English Language Required • 2-3 years experience supervising within a Call Center, preferably in Team Lead or Supervisor role; or equivalent experience • Preferred minimum of 3 years’ experience working in Gastroenterology or Hepatology • Familiarity with liver disease progression, fibrosis staging, and cirrhosis risk • Adept at Word, Excel, PowerPoint, Outlook, and Avaya CMS • Outstanding customer service, communication, and interpersonal skills • Ability to train and motivate staff members

🏖️ Benefits

• Competitive pay • Medical, dental, and vision coverage • Accrued paid time off • 401(k) with company match • Disability and life insurance • Paid maternity and paternity leave • Company-paid holidays • Recognition programs, contests, and awards • Learning, leadership development, and career advancement support • Collaborative culture • Employee recognition as a Best Place to Work in BioPharma • Certified Great Place to Work® recognition

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