Bilingual Clinical Contact Center Supervisor

Inizio Engage•Yardley, PA

7d•$60,000 - $111,000

About The Position

Inizio Engage is seeking a Bilingual Clinical Contact Center Supervisor for a business unit supporting a leading biopharmaceutical company focused on novel hepatology therapeutics for metabolic liver disease. The supervisor is accountable for call-floor operations, direct management and coaching of team members, and ensuring the team meets or exceeds client goals while maintaining operational and compliance excellence. As part of the Business Unit Management Team, the supervisor is also responsible for delivering services in a fiscally responsible manner. The role oversees staff performance, hiring, training, call-center service levels, quality, compliance, staffing coverage, reporting, alternate communication channels, and continuous improvement. The supervisor may serve as backup for inbound and outbound calls when needed and assist with new client programs and program modifications. Patient privacy and confidentiality must be protected in accordance with HIPAA.

Requirements

Current RN license.
Fluency in Spanish and English.
Two to three years of experience supervising within a call center, preferably as a Team Lead or Supervisor, or equivalent experience.
Proficiency with applicable computer software, including Word, Excel, PowerPoint, Outlook, and Avaya CMS.
Outstanding customer service, communication, and interpersonal skills.
Ability to train and motivate staff members.

Nice To Haves

At least three years of experience working in Gastroenterology or Hepatology.
Familiarity with liver disease progression, fibrosis staging, and cirrhosis risk.

Responsibilities

Supervise call center staff, including active performance management and day-to-day supervision of communicators.
Implement and communicate performance standards, clarify expectations, gain commitment, and hold team members accountable.
Coach team members, support the development of direct reports, and conduct performance evaluations for designated staff.
Interview and train new hires; coordinate and deliver program training as required.
Address performance issues, including disciplinary actions and terminations, in a timely manner and according to company policies.
Monitor staffing levels and develop contingency plans to maintain adequate coverage during staff shortages, including serving as backup for inbound and outbound calls when needed.
Create and implement initiatives to encourage teamwork and increase employee engagement.
Supervise call-floor operations and deliver service that meets or exceeds client KPIs while maintaining service levels.
Ensure client needs are met with quality and compliance with applicable policies and standard operating procedures.
Manage call-center operations in a fiscally responsible manner.
Collaborate with internal teams on continuous quality improvement and offer creative solutions to clients.
Monitor inbound and outbound customer service calls for script adherence, call integrity, adverse-event compliance, HIPAA compliance, and proper phone technique.
Analyze daily, weekly, and monthly call metrics, productivity reports, and database metrics; share analysis with the Business Unit Leadership Team and make recommendations.
Oversee alternate-channel requests, including email, voicemail, and white mail, and ensure timely completion.
Assist with program modifications and scheduling of special call programs as needed.
Assist the Client Account Manager or designee with developing and implementing new client programs.
Assist in developing quality improvement programs to increase productivity and improve service levels.
Develop contact center policies and procedures.
Safeguard patient privacy and confidentiality in accordance with HIPAA Privacy and Security Rules.