Bilingual Team Lead Non-Licensed

Inizio Engage•Yardley, PA

10d•$14 - $26•Remote

About The Position

Inizio Engage is hiring a Bilingual Team Lead Non-Licensed to support a leading biotechnology company. Team Leaders help supervise call center staff and ensure prompt, accurate responses to customer contacts across communication channels. The role is split approximately 50/50 between handling telecommunications and assisting the Call Center Supervisor in leading the project team. The Team Lead serves as an intermediary between the Call Center Supervisor and Call Center Communicators, supports project initiatives and objectives, helps with training and call monitoring, investigates complaints and escalations, and assists with program metrics. The role also involves directly responding to callers, collecting and documenting information in project databases, documenting adverse events according to client and federal guidelines, and maintaining quality, productivity, privacy, and compliance standards. The position requires Spanish bilingual communication and a quiet, designated home office with reliable high-speed internet.

Requirements

Bilingual Spanish-speaking ability.
Bachelor’s degree or equivalent work-related experience.
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.
Ability to join frequent meetings and calls without disruption or disconnection.
Strong customer service, communication, and interpersonal skills.
Ability to train and motivate staff members.
Stable, reliable, high-speed home internet.
A designated, separate home office space that is quiet and away from distractions.
Ability to follow project scripts and guidelines, maintain quality and productivity standards, accurately document program information, and safeguard confidential patient information.

Nice To Haves

Two or more years of successful experience training or supervising within a call center operation is preferred.

Responsibilities

Provide intermediary service between the Call Center Supervisor and Call Center Communicators.
Support the Business Unit Director, Operations Manager, Client Account Manager, and Call Center Supervisor with project initiatives and objectives.
Update training materials and conduct training as directed by the Call Center Supervisor.
Investigate inquiries and complaints and handle program escalations.
Inform the Supervisor and Operations Team of system failures or slowdowns.
Assist with call monitoring and provide timely feedback to Healthcare Communicators.
Develop and suggest 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 by following corporate compliance and demonstrating the company’s stated values.
Maintain quality and productivity standards for client projects and follow project scripts and guidelines.
Accurately collect required program information and document data in project databases.
Complete and accurately document adverse events according to client and federal guidelines.
Communicate effectively and demonstrate tele-management skills.
Converse empathetically with callers and help them understand medical terminology as needed.
Work flexibly across administrative and telecommunication duties to maximize department utilization.
Follow company policies and Standard Operating Procedures.
Organize work effectively, including working on multiple projects simultaneously.
Safeguard patient privacy and confidentiality in accordance with HIPAA Privacy and Security Rules.
Handle telecommunications for approximately half of the role while assisting the Call Center Supervisor with leading the project team for the other half.