Licensed Clinical Contact Supervisor
Company: Inizio Engage
Location: Myrtle Point
Posted on: April 6, 2025
Job Description:
Inizio Engage has a long-standing partnership with a leading
Biotechnology company, across Commercial, Patient Solutions and
Medical Affairs businesses.
The Licensed Call Center Supervisor manages a team of virtual
clinical educators to ensure high-quality support and business
goals are met in accordance with compliance requirements. To
effectively monitor performance, resources allocation, resolve
issues, and implement process improvements within the team.
This is your opportunity to join Inizio Engage and represent a top
biotechnology company!
What's in it for you?
- Competitive compensation
- Excellent Benefits - accrued time off, medical, dental, vision,
401k, disability & life insurance, paid maternity and bonding time
benefits, employee discounts/promotions
- Generous performance-driven Incentive Compensation package
- Competitive environment with company wide recognition,
contests, and coveted awards
- Exceptional company culture
- Recognized as a Top Workplace USA 2021
- Awarded a "Great Place to Work" award in 2022 and 2023
- Fortune Best Workplaces in Biopharma 2022
What will you be doing?
- Supervise call center staff, including active performance
management
- Provide day-to-day supervision of the communicators. Implement
and communicate performance standards
- Provide Clarity, Gain Commitment and Hold Accountable on
performance expectations
- Ability to join frequent meetings and calls without disruption
or disconnecting
- Coach team members for success and support individual
development of direct reports
- Conduct performance evaluations for designated staff members
- Conduct new hire interviewing and training
- Address performance issues, including disciplinary actions and
terminations in a timely manner and according to Inizio policies
- Proactively monitor staffing levels
- Coordinate and deliver program trainings as required by program
- Create and Implement initiatives designed to encourage teamwork
and increase employee engagement.
- Supervise call floor operations
- Deliver service that meets or exceeds client KPI's
- Maintain all service levels
- Ensure that all client needs are met with a high degree of
quality and compliance to applicable Policies and Standard
Operating Procedures
- Manage call center operations in a fiscally responsible manner
- Strategize and collaborate with internal teams to foster a
culture and service of continuous quality improvement, offering
creative solutions to client
- Monitor inbound/outbound customer service calls to ensure
script adherence, call integrity, adverse events compliance, HIPAA
compliance and proper phone technique.
- Develop a contingency plan to maintain adequate coverage
levels, in the event of staff shortages. This will include serving
as backup handling inbound/outbound calls when needed.
- Analyze daily, weekly and monthly call metric and productivity
reports and database metrics, share analysis with Business Unit
Leadership Team, and offer recommendations based on analysis.
- Oversee the handling of alternate channel requests as
appropriate including, email, voice mail and white mail, and
ensuring the timely completion of all.
- As needed, assist with the implementation of program
modifications and the scheduling of special call programs.
- Assist Client Account Manager or designee in the development
and implementation of new client programs.
- Assist in the development of quality improvement programs as a
means to increase productivity and improve service levels.
- Develop contact center policies and procedures.
- Must safeguard patient privacy and confidentiality by following
the guidelines set forth in the Privacy and Security Rules of the
Health Insurance Portability and Accountability Act (HIPAA).
What do you need for this position?
- Current RN or RT (Respiratory Therapist)
- EST or CST time zone preferred
- Five years experience supervising within a Call Center,
preferably in Team Lead or Supervisor role; or equivalent
experience.
- General understanding of call management systems, such as
CentreVuSupervisor .
- Adept at all applicable computer software, i.e., Word, Excel,
Powerpoint , Outlook and Avaya CMS.
- Outstanding customer service, communication, and interpersonal
skills.
- Must possess the ability to train and motivate staff
members.
About Inizio Engage
Inizio Engage is a strategic, commercial, and creative engagement
partner that specializes in healthcare. Our passionate, global
workforce augments local expertise and diverse mix of skills with
data, science, and technology to deliver bespoke engagement
solutions that help clients reimagine how they engage with their
patients, payers, people and providers to improve treatment
outcomes. Our mission is to partner with our clients, improving
lives by helping healthcare professionals and patients get the
medicines, knowledge and support they need.
To learn more about Inizio Engage, visit us at :
We believe in our values: We empower everyone/We rise to the
challenge/We work as one/We ask what if/We do the right thing , and
we will ask you how your personal values align to them.
Inizio Engage is proud to be an equal opportunity employer.
Individuals seeking employment at Inizio are considered without
regards to age, ancestry, color, gender, gender identity or
expression, genetic information, marital status, medical condition
(including pregnancy, childbirth, or related medical conditions),
mental or physical disability, national origin, protected family
care or medical leave status, race, religion (including beliefs and
practices or the absence thereof), sexual orientation, military or
veteran status, or any other characteristic protected by federal,
state, or local laws. Further, pursuant to applicable local
ordinances, Inizio will consider for employment qualified
applicants with arrest and conviction records.
Inizio Engage is an equal opportunity employer M/F/V/D. We
appreciate your interest in our company, however, only qualified
candidates will be considered.
Keywords: Inizio Engage, Medford , Licensed Clinical Contact Supervisor, Healthcare , Myrtle Point, Oregon
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