Inizio Engage · 1 day ago
Contact Center Team Lead
United States
Full-time
Remote
Entry, Mid Level
2+ years expInizio Engage is a strategic engagement partner specializing in healthcare, collaborating with Amgen to enhance customer support. The Contact Center Team Lead will supervise call center staff, ensuring prompt and accurate responses to customer inquiries while supporting project initiatives and training efforts.
CommercialHealth CareHospital
Responsibilities
Provide intermediary service between Client Account Manager or designee and Call Center Communicators
Support Vice President, Director, Supervisor, and Client Account Manager or designee 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 Client Account Management Team of all system failures/slow-downs
Assist with call monitoring; provide timely feedback to Call Center 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 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
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)
Qualification
Required
PharmD License Required
Ability to join frequent meetings and calls without disruption or disconnecting
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 train and motivate staff members
Preferred
Minimum of associate's degree or equivalent work related experience; pursuing BA/BS preferred
2+ years of successful experience training or supervising within a Call Center operation preferred
Benefits
Accrued time off
Medical
Dental
Vision
401k
Disability & life insurance
Paid maternity and paternity leave benefits
Employee discounts/promotions
Recognition programs, contests, and company-wide awards
Company
Inizio Engage
Inizio Engage is a healthcare agency that provides decision optimization, experience design, patient solutions, and medical affairs.
5001-10000 employees
Funding
Current Stage
Late StageLeadership Team
Adam Nguyen, MBA
Senior Partner, People & Culture
JESSICA BENNETT, MBA, SHRM-CP
People and Culture Partner
Recent News
2025-08-19
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