Clinical Contact Center Supervisor

Inizio Engage•Yardley, PA

5d•Remote

About The Position

Inizio Engage has a new exciting 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!

Requirements

Current RN License
Five years’ experience supervising within a Call Center, preferably in Team Lead or Supervisor role; or equivalent experience.
General understanding of call management systems.
Adept at all applicable computer software, i.e., Word, Excel, Powerpoint, Outlook and CMS.
Outstanding customer service, communication, and interpersonal skills.
Must possess the ability to train and motivate staff members.
Ability to join frequent meetings and calls without disruption or disconnecting

Responsibilities

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).