RN, Call Center Supervisor

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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 their performance • Provide day-to-day supervision of communicators • Implement and communicate performance standards • Coach team members and support direct-report development • Conduct performance evaluations • Interview and train new hires • Address performance issues, disciplinary actions, and terminations • Monitor staffing levels • Coordinate and deliver program trainings • Implement teamwork and employee-engagement initiatives • 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 • Develop contingency plans and handle calls as backup during staff shortages • Analyze call metrics, productivity reports, and database metrics; share analysis and recommendations with leadership • Oversee alternate-channel requests, 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 LPN, RN, or Pharmacist license • 2–3 years of supervisory experience within a call center, preferably as a Team Lead or Supervisor, or equivalent experience • General understanding of call management systems such as CentreVuSupervisor • General understanding of call center operational metrics and key performance indicators • Proficiency with Word, Excel, PowerPoint, Outlook, and Teams • Outstanding customer service, communication, and interpersonal skills • Ability to train and motivate staff members • Ability to safeguard patient privacy and confidentiality according to HIPAA Privacy and Security Rules • Compliance with applicable policies and standard operating procedures

🏖️ 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 • Continuous growth opportunities through learning, leadership development, and career advancement support • Collaborative culture