Bilingual Licensed Team Lead

Inizio Engage•Yardley, PA

4d•$29 - $53

About The Position

Inizio Engage is hiring a Bilingual Licensed Team Lead for a partnership with a leading biopharmaceutical company focused on hepatology and metabolic liver disease. The role represents the client and provides leadership and operational support to a call center team serving patients and caregivers throughout the MASH treatment journey. The position helps deliver virtual and telephonic education, emotional support, and care navigation to improve patient engagement, understanding, and experience. The Team Lead serves as an intermediary between the Client Account Manager or designee and Call Center Communicators, supports program initiatives, and helps maintain quality, productivity, compliance, and effective communication. The role also assists with training, call monitoring, escalations, program metrics, and administrative duties as needed. The position requires a current U.S. registered nurse license and fluency in Spanish and English.

Requirements

Current U.S. healthcare professional license as a Registered Nurse (R.N.).
Fluency in Spanish and English.
Ability to join frequent meetings and calls without disruption or disconnecting.
Excellent verbal, written, and listening communication skills.
Proficiency with applicable computer software, including Word, Excel, and Outlook, and ability to learn new computer programs and client-specific applications.
Outstanding customer service, communication, and interpersonal skills.
Ability to train and motivate staff members.

Nice To Haves

Two or more years of successful experience training or working in a leadership capacity within a call center operation.
At least three years of experience working in Gastroenterology or Hepatology, familiarity with liver disease progression, and understanding of fibrosis staging and cirrhosis risk.

Responsibilities

Provide intermediary service between the Client Account Manager or designee and Call Center Communicators.
Support the Vice President, Director, Supervisor, and Client Account Manager or designee with project business initiatives and objectives.
Update training materials and conduct training as directed by the Call Center Supervisor.
Investigate program inquiries and complaints and handle escalations.
Inform the Supervisor and Client Account Management Team of system failures or slowdowns.
Assist with call monitoring and provide timely feedback to Call Center Communicators.
Develop ideas and suggestions for improvements using creativity, imagination, and information.
Assist the management team with compiling individual monthly program metrics.
Disseminate project information and directives to the team.
Lead by example, follow corporate compliance requirements, and demonstrate the stated company values.
Maintain quality and productivity standards for client projects and adhere to project scripts and guidelines.
Accurately collect required program information and document data in specific project databases.
Complete and accurately document Adverse Events and Product Quality Complaints according to client and federal guidelines.
Communicate effectively and use tele-management skills.
Converse empathetically with callers and help them understand medical terminology as needed.
Perform administrative and non-telecommunication duties as needed to support department utilization.
Follow company policies and Standard Operating Procedures.
Organize work effectively, including handling multiple projects simultaneously.
Protect patient privacy and confidentiality in accordance with HIPAA Privacy and Security Rules.