Inizio Engage

Bilingual Team Lead

Inizio Engage

full-time

Posted on:

Location Type: Remote

Location: United States

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Salary

💰 $22 per hour

Job Level

Senior

About the role

  • Provide intermediary service between Call Center Supervisor and Call Center Communicators.
  • Support Business Unit Director, Operations Manager, Client Account Manager and Call Center Supervisor in all project business initiatives and objectives.
  • Update training materials and conduct trainings as directed by Call Center Supervisor.
  • Investigate inquiries and complaints and handle escalations for program.
  • Inform Supervisor and Operations Team of all system failures/slow-downs.
  • Assist with call monitoring; provide timely feedback to Healthcare Communicators.
  • 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 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.
  • Possess effective organizational skills, including working on multiple projects simultaneously.
  • 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).

Requirements

  • Bachelor’s degree or equivalent work related experience
  • Bilingual Spanish Required
  • Previous Contact Center Leadership responsibilities required
  • REMS experience preferred
  • Experience with Verint Salesforce, Five 9 preferred
  • 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
  • Ability to join frequent meetings and calls without disruption or disconnecting
  • Outstanding customer service, communication, and interpersonal skills
  • Must possess the ability to train and motivate staff members
  • Must have a designated separate home office space that is quiet and away from distractions
Benefits
  • Competitive compensation
  • Excellent Benefits – accrued time off, medical, dental, vision, 401k, disability & life insurance, paid maternity and paternity leave benefits, employee discounts/promotions
  • Employee discounts & exclusive promotions
  • Recognition programs, contests, and company-wide awards
  • Exceptional, collaborative culture
  • Best Places to Work in BioPharma (2022, 2023, & 2024)
  • Certified Great Place to Work (2022, 2023, 2025)
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
REMSVerintSalesforceFive 9Microsoft WordMicrosoft ExcelMicrosoft Outlookdata documentationproject metricsadverse events documentation
Soft Skills
communication skillsinterpersonal skillsorganizational skillsleadershipcustomer servicecreativityflexibilityempathymotivationtraining
Certifications
Bachelor's degreeHIPAA compliance