Licensed Team Lead (RN)

Inizio Engage•Yardley, PA

9d•$24 - $44•Onsite

About The Position

Inizio Engage has a long-standing partnership with Amgen, a leading Biotechnology company, across Commercial, Patient Solutions and Medical Affairs businesses. Support the supervision of the call center staff to ensure prompt and accurate response to customer contacts via all communication channels. This is your opportunity to join Inizio Engage and represent a top biotechnology company!

Requirements

RN Licensed Required
Minimum of associate’s degree or equivalent work related experience; pursuing BA/BS preferred.
2+ years of successful experience leading within a Call Center Environment
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 possess the ability to coach and motivate staff members program team members.

Nice To Haves

pursuing BA/BS preferred

Responsibilities

Provide intermediary service and communication between Supervisor and Call Center Specialists.
Support Supervisor and other members of leadership in all assigned project business initiatives and objectives.
Act as subject member expert for program team.
Investigate inquiries and complaints and handle escalations for program.
Inform Supervisor and Client Account Management Team of all system failures/slow-downs.
Conduct quality monitoring for program team; provide timely feedback and coaching to Call Center Specialists.
Be innovative, using creativity, imagination and 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 demonstrating the 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 facilitate the 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.
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).