Inizio

Team Lead

• 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.
• Conduct quality monitoring activities and serve as a resource and first point of escalation for team members, providing coaching and support to promote quality, compliance, and operational excellence.
• Completely and accurately identify, document, and escalate Adverse Events (AEs), Product Quality Complaints (PQCs), Medical Information Requests (MIRs), Special Situations, and other reportable information in accordance with applicable U.S. FDA requirements, client requirements, company policies, and regulatory reporting timelines.
• Exhibit effective communication, customer service, and telephone support skills.
• Converse with callers in an empathetic manner and facilitate the callers in their ability to understand medical terminology, as needed.
• Demonstrate flexibility by supporting administrative and other business-related duties as required to meet operational needs.
• Monitor team performance trends and partner with the Call Center Supervisor to identify coaching opportunities, quality improvements, and employee development initiatives.
• Assist with onboarding, training, and mentoring new team members, as assigned.
• Demonstrates proficiency in all responsibilities associated with the Healthcare Communicator role and serves as a resource to team members, as required.
• Monitor team performance trends and partner with the Call Centre Supervisor to identify coaching opportunities, quality improvements, and employee development initiatives.
• Demonstrated ability to exercise sound judgment and maintain confidentiality when handling sensitive client, patient, and employee information.
• Adhere to all company policies and Standard Operating Procedures.
• Possess effective organizational skills, including working on multiple projects simultaneously.
• Must safeguard confidential information by complying with client confidentiality requirements, HIPAA Privacy and Security Rules where applicable, the Philippine Data Privacy Act of 2012 (Republic Act No. 10173), company information security requirements, and applicable regulatory requirements.

Medical Information Specialist – Team Lead

Analyst

• Conduct interaction monitoring and review of documentation to ensure adherence to regulatory requirements and specific client guidelines.
• Identify quality and performance issues and partner with Program Leadership to provide coaching, feedback, and training that improves quality standards.
• Assist with implementation and enforcement of Quality and Compliance initiatives and activities as assigned.
• Participate in internal and external client audits as directed by Program Leadership.
• Score and document the results of each interaction monitored in the project quality management system to ensure timely feedback to the Inizio Engage staff.
• Coordinate and participate in internal and client calibration sessions with Program Leadership and participate in discussions to promote scoring consistency, quality standards, and continuous improvement.
• Support continuous quality improvement initiatives by identifying trends, recommending corrective actions, and contributing to process and documentation improvements.
• Compile, analyze, and report Quality Assurance (QA) metrics, identify trends, and recommend updates to procedures, training materials, and quality documentation where appropriate.
• Collaborate with Program Leadership to ensure all resource materials are updated, versioned, and meet requirements needed for future audits as directed.
• Review signature compliance for evaluation forms within the Quality Monitoring System and programme/program updates within the Inizio Project Update System to ensure timely completion in accordance with Inizio policies.
• Assist Program Leadership in preparing and certifying program staff, as requested.

Quality Analyst

Product Manager

• Develop and enhance client training programs that improve customer satisfaction, service quality, and compliance with Inizio and client standards of excellence
• Define and document training plans, schedules, and requirements. Design, develop and revise training and instructional materials for classroom use, ad-hoc and/or self-administered training
• Provide ongoing and refresher training for project team
• Develop and recommend training methodologies and implementation strategies to support operational excellence and continuous quality improvement
• Formulate teaching outline and determine instructional methods
• Test trainees to measure progress and evaluate effectiveness of training
• Review and interpret documents such as Client program procedure manuals and training modules
• Perform monitoring of services for assigned project and/or Quality Assurance Department
• Provide constructive coaching and feedback to staff to improve overall customer experience
• Compile, analyse, and report Quality Assurance (QA) metrics and trends; recommend revisions to procedures, training materials, and quality documentation to support continuous improvement
• Identify quality trends, root causes, and opportunities for process improvement
• Lead or support the annual review and ongoing maintenance of client Standard Operating Procedures (SOPs)
• Assist with internal and external client audits as dictated in the Inizio Quality Management Plan
• Provide leadership and guidance to Project Training & Quality staff through coaching, performance management, mentoring, and professional development

Manager, Product Training, Quality

Customer Support

• Provide support across project planning and financial management, with a focus on organisation, accuracy, and attention to detail
• Contribute to tracking budgets and keeping financial information up to date
• Support the coordination of projects, maintaining clear communication with stakeholders and tracking progress effectively
• Maintain accurate records and ensure work aligns with required standards and processes
• Assist with reporting and administrative tasks, keeping documentation well organised
• Support audits, submissions, and ongoing process improvements

Project Support Specialist, BPO Background

General

• A frontline specialist responsible for delivering virtual or telephonic support to customers, patients, healthcare professionals, and other stakeholders in a robust clinical dialogue.
• The Medical Information Specialist III serves as a subject matter expert and primary resource for providing complex drug and medical device information, while ensuring compliance with United States healthcare regulations, pharmacovigilance requirements, and company procedures.
• Maintain excellent quality and productivity standards for all client programs and adhere to program scripts, guidelines, and Standard Operating Procedures.
• Completely and accurately identify, address, document, and escalate Information Requests, Adverse Events (AEs), Product Quality Complaints (PQCs), Special Situations, and other reportable information in accordance with FDA requirements, client procedures, and company policies.
• Conduct study compliance calls to volunteers enrolled in clinical and medical research trials where applicable.
• Enroll participants in educational seminars and support programs.
• Provide patient support to individuals enrolled in Patient Support Programs.
• Collect demographic data and disposition information for product, sample, and literature fulfillment activities.
• Accurately collect and document program-specific information within designated databases and systems.
• Provide high-quality responses to complex medical information inquiries using approved resources and reference materials.
• Exhibit effective communication, customer service, and telephone support skills.
• Maintain knowledge of current FDA regulations, pharmacovigilance requirements, medicines regulation, and applicable healthcare compliance standards.
• Participate in quality monitoring, audits, inspections, and continuous improvement initiatives as required.

Medical Information Specialist III

• Maintain excellent quality and productivity standards for all client programs; adhere to program scripts and guidelines.
• Completely and accurately identify, address, and document all Information Requests, Adverse Events (AEs), Product Quality Complaints (PQCs), Special Situations, and other reportable information in compliance with Inizio, client requirements, and other guidelines and regulations.
• Conduct study compliance calls to volunteers enrolled in clinical/medical research trials.
• Enroll participants in educational seminars.
• Provide patient support to patients enrolled in Patient Support Programmes.
• Collect demographic data and disposition information for product, sample, and literature fulfilment.
• Accurately collect information required by individual programmes and correctly capture information in designated databases.
• Exhibit effective communication, customer service, and telephone support skills.
• Communicate with callers in an empathetic manner while explaining medical terminology in a clear and understandable way, as appropriate.
• Demonstrate flexibility by supporting administrative and other business-related duties as required to meet operational needs.
• Adhere to all company policies, Standard Operating Procedures, and compliance requirements.
• Maintain knowledge of current FDA regulations, pharmacovigilance requirements, and applicable healthcare compliance standards.
• Safeguard patient privacy and confidentiality in accordance with the Health Insurance Portability and Accountability Act (HIPAA), applicable data privacy legislation, and company information security policies.
• Conduct all activities in compliance with applicable U.S. FDA requirements, HIPAA Privacy and Security Rules, client requirements, company Standard Operating Procedures, and applicable South African regulations.
• Maintain a secure and confidential home-working environment with reliable internet connectivity and appropriate business continuity arrangements.
• Possess effective organizational skills, including the ability to manage multiple priorities and projects simultaneously.

Medical Information Specialist II

• Maintain excellent quality and productivity standards for all client programs; adhere to program scripts and guidelines.
• Completely and accurately identify, address, and document all Information Requests, Adverse Events (AEs), Product Quality Complaints (PQCs), Special Situations, and other reportable information.
• Conduct study compliance calls to volunteers enrolled in clinical/medical research trials.
• Enroll participants in educational seminars.
• Provide patient support to patients enrolled in Patient Support Programs.
• Collect demographic data and disposition information for product, sample, and literature fulfillment.
• Accurately collect information required by individual programs and correctly capture information in designated databases.
• Exhibit effective communication, customer service, and telephone support skills.
• Communicate with callers in an empathetic manner.
• Adhere to all company policies, Standard Operating Procedures, and compliance requirements.
• Maintain knowledge of current FDA regulations and applicable healthcare compliance standards.
• Safeguard patient privacy and confidentiality in accordance with applicable data privacy legislation and company information security policies.
• Conduct all activities in compliance with applicable U.S. FDA requirements, HIPAA Privacy and Security Rules, client requirements, company SOPs, and Philippine regulations.
• Maintain a secure and confidential home-working environment with reliable internet connectivity and appropriate business continuity arrangements.
• Possess effective organizational skills, including the ability to manage multiple priorities and projects simultaneously.

Call Center Representative

• Supervise contact center staff, including active performance management and employee development.
• Provide day-to-day supervision of communicators and implement and communicate performance standards.
• Provide clarity, gain commitment, and hold team members accountable for performance expectations.
• Coach team members for success and support the development of direct reports.
• Conduct performance evaluations, coaching sessions, and development planning.
• Conduct recruitment interviews, onboarding, and training of new employees.
• Address employee performance and conduct issues through coaching, corrective action, and disciplinary processes in accordance with Company policies, due process requirements, and applicable Philippine labour laws.
• Proactively monitor staffing levels and workforce requirements.
• Coordinate and deliver program training as required.
• Create and implement initiatives designed to encourage teamwork and increase employee engagement.
• Supervise day-to-day contact center operations to ensure service delivery, quality, compliance, and operational performance objectives are achieved.
• Deliver service that meets or exceeds client KPIs and service-level requirements.
• Maintain all agreed service levels and operational metrics.
• Ensure client needs are met with a high degree of quality and compliance with applicable policies, SOPs, and regulatory requirements.
• Manage contact center operations in a fiscally responsible manner.
• Collaborate with internal stakeholders to foster a culture of continuous quality improvement and operational excellence.
• Monitor inbound and outbound customer interactions to ensure script adherence, call integrity, pharmacovigilance compliance, compliance with the Health Insurance Portability and Accountability Act (HIPAA), the Philippine Data Privacy Act of 2012 (Republic Act No. 10173), and appropriate communication standards.

Call Center Supervisor – Licensed

• Supervise contact centre staff, including active performance management and employee development.
• Provide day-to-day supervision of communicators and implement and communicate performance standards.
• Provide clarity, gain commitment, and hold team members accountable for performance expectations.
• Coach team members for success and support the development of direct reports.
• Conduct performance evaluations, coaching sessions, and development planning.
• Conduct recruitment interviews, onboarding, and training of new employees.
• Address employee performance and conduct issues through coaching, corrective action, and disciplinary processes in accordance with Company policies, due process requirements, and South African labour legislation.
• Proactively monitor staffing levels and workforce requirements.
• Coordinate and deliver programme training as required.
• Create and implement initiatives designed to encourage teamwork and increase employee engagement.
• Deliver service that meets or exceeds client KPIs and service-level requirements.
• Maintain all agreed service levels and operational metrics.
• Ensure client needs are met with a high degree of quality and compliance with applicable policies, SOPs, and regulatory requirements.
• Manage contact centre operations in a fiscally responsible manner.
• Collaborate with internal stakeholders to foster a culture of continuous quality improvement and operational excellence.
• Monitor inbound and outbound customer interactions to ensure script adherence, call integrity, pharmacovigilance compliance, compliance with the Health Insurance Portability and Accountability Act (HIPAA), the POPIA and appropriate communication standards.
• Ensure timely identification, documentation, escalation, and reporting of Adverse Events (AEs), Product Quality Complaints (PQCs), Special Situations, and other reportable information in accordance with applicable client requirements, U.S. FDA requirements where applicable, SAHPRA requirements where applicable, company policies, and regulatory reporting timelines.

Technical Project Manager

• Provide specialist creative/digital expertise across projects and business opportunities, including, but not limited to, video production, app development, gamification, websites, and booth build outs
• Partner with account teams and creative and digital team to shape impactful deliverables in consideration of client needs
• Support project scoping activities, building timelines and budgets based on project briefs
• Work with operations and resource teams to support planning, prioritization, and allocation activities
• Monitor project scope, budgets, timelines, risks, and dependencies, managing challenges and escalation where required
• Coordinate cross-functional teams to ensure aligned, efficient, and high-quality project execution
• Identify opportunities to improve delivery approaches, operational processes, and team effectiveness
• Stay informed on new technologies, digital trends, customer engagement approaches, and industry developments relevant to healthcare communications

Creative Digital Project Manager

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Project Support Specialist

Change Management

• Build an integrated change approach across Workday Optimization.
• Partner across HR, IT, Leadership, ePMO, and other Transformation teams.
• Assess impacts across people, process, and systems; define readiness plans.
• Develop targeted communications, leader messaging, and manager enablement materials.
• Support coordination of training strategies and materials.
• Understand success metrics, monitor adoption, and implement reinforcement mechanisms.

Change Management Lead – Temporary

Project Manager

Human Resources

• Support the ER strategy and approach at a global, organization-wide level
• Support the ER business process needed to run an equitable and clear ER process
• Collaborate with HR Partners to develop strategies to respond to team member concerns and infuse ER into broader company practices
• Support employee relations best practices and strategies for managing supervisor problems and employee grievances
• Partner with HR and business leaders to identify and address potential employee relations issues and develop preventive measures
• Assist managers and supervisors in understanding and implementing procedures for managing their employees
• Ensure compliance with regulations and comply with reporting requirements
• Support administrative departments regarding inputting data, creating letters, scripts, transcribing meeting notes, creating PowerPoint presentations
• Support meeting with management to better understand needs and concerns relating to requests they have submitted to the Employee Relations team
• Conduct investigations
• Support performance improvement processes and review performance improvement documents provided by management

Employee Relations Specialist

People Operations

• Provide accurate generalist guidance and support to Employees & Managers pertaining to HR Policies and processes.
• Deliver administrative and transactional support across the Employee Lifecycle.
• Manage task completion in workday, resolve queries effectively.
• Promote compliance and self-service through Workday and supporting tools.
• Work closely with colleagues across People Services, Payroll, Benefits, HRIS, and Business Unit P & C teams to ensure a consistent and positive employee experience.

Medical Information Specialist – Team Lead

Quality Analyst

Manager, Product Training, Quality

Project Support Specialist, BPO Background

Medical Information Specialist III

Medical Information Specialist II

Medical Information Specialist II

Call Center Supervisor – Licensed

Call Center Supervisor – Licensed

Creative Digital Project Manager

Project Support Specialist

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Project Manager

Employee Relations Specialist

People Services Specialist – 12month FTC