Medical Information Contact Center Supervisor – Licensed

🔥 1 minute ago

🇺🇸 United States – Remote

💵 $50k - $94k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

📞 Call Center Representative

👻 Ghost score 0%

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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 and manage performance • Provide day-to-day supervision of communicators and implement performance standards • Coach team members and support development of direct reports • Conduct performance evaluations • Interview and train new hires • Address performance issues, disciplinary actions, and terminations according to policy • Monitor staffing levels and develop contingency coverage plans • Coordinate and deliver program training • Create initiatives to encourage teamwork and employee engagement • Supervise call floor operations • Deliver service meeting or exceeding client KPIs and maintain service levels • Ensure quality and compliance with policies and standard operating procedures • Manage call center operations fiscally responsibly • Collaborate with internal teams on continuous quality improvement and client solutions • Monitor inbound and outbound calls for script adherence, call integrity, adverse event compliance, HIPAA compliance, and phone technique • Analyze call metrics, productivity reports, and database metrics; share findings and recommendations with leadership • Oversee alternate channel requests including email, voicemail, and white mail • Assist with program modifications, special call programs, and new client program implementation • Develop quality improvement programs, contact center policies, and procedures • Safeguard patient privacy and confidentiality under HIPAA

🎯 Requirements

• Current RN or Pharmacist license • Five years’ experience supervising within a Call Center, preferably in a Team Lead or Supervisor role, or equivalent experience • General understanding of call management systems, such as CentreVuSupervisor • Proficiency with Word, Excel, PowerPoint, Outlook, and Avaya CMS • Outstanding customer service, communication, and interpersonal skills • Ability to train and motivate staff members • Ability to join frequent meetings and calls without disruption or disconnecting • Must safeguard patient privacy and confidentiality under HIPAA

🏖️ 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