Licensed Bilingual Call Center Supervisor

February 25

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Inizio Engage

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Inizio Engage is a company that partners with clients in healthcare and beyond to drive strategic, commercial, and creative engagement solutions. Leveraging advanced analytics, unique methodologies, and a team of over 5,000 experts worldwide, Inizio Engage focuses on optimizing decision-making, enhancing patient solutions, and promoting healthcare professionals. The company designs experiences that inspire lasting change, enrich cultures, and enhance business performance. They specialize in areas like medical affairs, patient solutions, and omnichannel commercial engagement, aiming to improve health decisions and treatment outcomes globally.

5001 - 10000 employees

⚕️ Healthcare Insurance

☁️ SaaS

📋 Description

• 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. • 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).

🎯 Requirements

• Current RN or Pharmacist license or RT (Respiratory Therapist) • Fluent in Spanish • Est/Cst time zone preferred • Five years experience supervising within a Call Center, preferably in Team Lead or Supervisor role; or equivalent experience. • General understanding of call management systems, such as CentreVuSupervisor. • Adept at all applicable computer software, i.e., Word, Excel, Powerpoint, Outlook and Avaya CMS. • Outstanding customer service, communication, and interpersonal skills. • Must possess the ability to train and motivate staff members.

🏖️ Benefits

• Competitive compensation • Excellent Benefits – accrued time off, medical, dental, vision, 401k, disability & life insurance, paid maternity and bonding time benefits, employee discounts/promotions • Generous performance-driven Incentive Compensation package • Competitive environment with company wide recognition, contests, and coveted awards • Exceptional company culture • Recognized as a Top Workplace USA 2021 • Awarded a “Great Place to Work” award in 2022 and 2023 • Fortune Best Workplaces in Biopharma 2022