Licensed Team Leader

InizioEngage has a long-standing partnership with a leading Biotechnology company, across Commercial, Patient Solutions and Medical Affairs businesses.Support the supervision of the call center staff to ensure prompt andaccurateresponse to customer contacts via all communication channelsThis is your opportunity to joinInizioEngage and represent a top biotechnology company!What’sin it for you? Competitive compensation Excellent Benefits – accruedtime off, medical, dental, vision, 401k, disability & life insurance, paid maternity andpaternity leavebenefits, employee discounts/promotions Employee discounts & exclusive promotions Recognition programs, contests, and company-wide awards Exceptional, collaborative culture Best Places to Work in BioPharma (2022, 2023, & 2024) Certified Great Place to Work (2022, 2023, 2025) What will you be doing?Provide intermediary service between Client Account Manager ordesigneeand Call Center Communicators. Support Vice President, Director, Supervisor, and Client Account Manager or designee in all project business initiatives and objectives. Update training materials and conduct trainingsas directed by Call Center Supervisor. Investigate inquiries and complaints and handle escalations for program. Inform Supervisor and Client Account Management Team of all system failures/slow-downs. Assist with call monitoring; providetimelyfeedback to Call Center Communicators. Be innovative, using creativity, imaginationand information to develop ideas and suggestions for improvements. Assist the management team with the compilation of individual monthly program metrics Disseminate all project information/directives to team. Lead by example, adhering to corporate compliance and demonstratingthe values of quality, integrity, innovation, accountability, collaboration, and leadership. Maintain excellent quality and productivity standards for all client projects; adhere to project scripts and guidelines. Accurately collect information required by individual programs and correctly document data in specific project databases. Complete and accurately document Adverse Events and Product Quality Complaints as per client and federal guidelines. Exhibit effective communication and tele-management skills. Converse with callers in an empathetic manner and facilitatethe callers in their ability to understand medical terminology, as needed. Display flexibility within department to maximize utilization, including performing administrative and non-telecommunication duties as needed. Adhere to all company policies and Standard Operating Procedures. Possess effective organizational skills, including working on multiple projects simultaneously. Must safeguard patient privacy and confidentiality by following the guidelines set forth inthe Privacy and Security Rules of the Health Insurance Portability and Accountability Act (HIPAA). What do you need for this position? Current U.S. healthcare professional license: RN license Minimum of associate’sdegree or equivalentwork relatedexperience. 2+ years of successful experience training or supervising within a Call Center operation preferred. Excellent verbal, written and listening communication skills. Adept at all applicable computer software, i.e., Word, Excel, and Outlook. Strong aptitude to learn new computer programs and client specific applications as for assigned program. Outstanding customer service, communication, and interpersonal skills. Must possessthe ability to train and motivate staff members.AboutInizioEngageInizioEngage is a strategic, commercial, and creative engagement partner that specializes in healthcare. Our passionate, global workforce augments localexpertiseand 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,peopleand 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.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.To learn more aboutInizioEngage, visit us at:is proud to be an equal opportunity employer. Individuals seeking employment atInizioare 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 toapplicable local ordinances,Iniziowillconsider foremployment qualified applicants with arrest and conviction izioEngage is an equal opportunity employer M/F/V/D. We appreciate your interest in ourcompany,however, only qualified candidates will be considered.

Created: 2025-07-22