Inizio Engage · 2 hours ago

Bilingual Contact Center Team Lead

United States

Full-time

Remote

Senior Level

2+ years exp

Maximize your interview chances

CommercialHealth Care

Insider Connection @Inizio Engage

Discover valuable connections within the company who might provide insights and potential referrals.
Get 3x more responses when you reach out via email instead of LinkedIn.

Responsibilities

Maintain excellent quality and productivity standards for all client projects; adhere to project scripts and guidelines.

Supporting Bilingual as well as traditional, unilingual agents in their day to day roles.

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).

Conduct monitoring and effectively coach individuals on quality and KPI maintenance.

Support Call Center Supervisor in administrative maintenance of required Team Activities.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Call Center SupervisionBilingual CommunicationAdverse Events DocumentationHIPAA ComplianceTraining StaffSpanish Fluency

Required

High School Diploma, or equivalent work related experience 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.

Outstanding customer service, communication, and interpersonal skills.

Must possess the ability to train and motivate staff members.

Fluency in the Spanish Language.