Inizio Engage · 1 day ago
Bilingual Team Lead Non-Licensed
United States
Full-time
Remote
Mid, Senior Level
$22/hr - $22/hrInizio Engage is a strategic, commercial, and creative engagement partner that specializes in healthcare. They are seeking a Bilingual Team Lead Non-Licensed to support the supervision of call center staff and assist the Call Center Supervisor in leading the project team while ensuring prompt and accurate responses to customer contacts.
CommercialHealth CareHospital
Responsibilities
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)
Qualification
Required
Bachelor's degree or equivalent work related experience
Bilingual Spanish Required
Previous Contact Center Leadership responsibilities required
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
Preferred
REMS experience preferred
Experience with Verint Salesforce, Five 9 preferred
Benefits
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
Company
Inizio Engage
Inizio Engage is a healthcare agency that provides decision optimization, experience design, patient solutions, and medical affairs.
Founded in 2022
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
Company data provided by crunchbase