Licensed Team Lead

Inizio Engage•Yardley, PA

4d•$29 - $53

About The Position

Inizio Engage is seeking a Licensed Team Lead for a partnership with a biopharmaceutical company developing therapeutics for hepatology, with a focus on metabolic liver disease. The role supports a program providing patients and caregivers with virtual and telephone-based education, emotional support, and care navigation throughout the MASH treatment journey. The Team Lead serves as an intermediary between the client account team and call center communicators. They support program objectives, help train and coach staff, handle escalations, communicate project updates, and assist with monitoring and reporting. The role also includes direct program work such as communicating empathetically with callers, collecting and documenting required information, and recording adverse events and product quality complaints in accordance with applicable guidelines. The position requires a current U.S. registered nurse license, strong communication and organizational skills, and the ability to train and motivate staff. The stated base pay range is $28.70–$53.30 per hour; final compensation depends on factors including experience, skills, internal equity, and business needs.

Requirements

Current U.S. healthcare professional license as a registered nurse (R.N.).
Ability to join frequent meetings and calls without disruption or disconnection.
Excellent verbal, written, and listening communication skills.
Proficiency with applicable computer software, including Word, Excel, and Outlook, and aptitude for learning new programs and client-specific applications.
Strong 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 in gastroenterology or hepatology, familiarity with liver disease progression, and understanding of fibrosis staging and cirrhosis risk.

Responsibilities

Act as an intermediary between the Client Account Manager or designee and Call Center Communicators.
Support the Vice President, Director, Supervisor, and Client Account Manager or designee in 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 improvement using creativity and information.
Assist the management team with compiling individual monthly program metrics.
Disseminate project information and directives to the team.
Lead by example by adhering to corporate compliance and demonstrating quality, integrity, innovation, accountability, collaboration, and leadership.
Maintain quality and productivity standards for client projects and follow project scripts and guidelines.
Accurately collect required program information and document data in designated project databases.
Complete and accurately document adverse events and product quality complaints according to client and federal guidelines.
Communicate effectively by telephone and converse empathetically with callers, helping them understand medical terminology as needed.
Perform administrative and other non-telecommunication duties as needed to support department utilization.
Follow company policies and Standard Operating Procedures.
Organize work effectively, including managing multiple projects simultaneously.
Safeguard patient privacy and confidentiality in accordance with HIPAA Privacy and Security Rules.