Team Leader, Medical Information (Licensed)

Inizio Group; Toronto; Remote; CAD 70,000 - 90,000; Full time

Job summary

A leading biopharmaceutical partner is seeking a Team Leader for Medical Information to supervise call center staff. This role requires a current Canadian healthcare professional license and effective communication skills. Responsibilities include maintaining quality standards, documenting data, and managing inquiries. This is a remote position offering health benefits from day one and various performance awards.

Benefits

Health Benefits from day 1

Length of Service Awards

Quarterly Star Awards

Yearly Circle of Excellence Awards

Referral bonus

Library of online training courses

Qualifications

• Must have a current Canadian healthcare professional license.
• Pursuing a Bachelor's preferred.
• At least 2 years of experience in a Call Center.

Responsibilities

• Maintain quality and productivity standards for client projects.
• Accurately document data in project databases.
• Handle escalations and inquiries effectively.

Skills

Verbal communication

Written communication

Interpersonal skills

Problem-solving

Organization

Education

Healthcare professional license

Associate's degree or equivalent work experience

Tools

Word

Excel

Outlook

Job description

Team Leader, Medical Information (Licensed) page is loaded

Team Leader, Medical Information (Licensed)

Apply locations Montreal, QC Ottawa, ON Etobicoke, ON Mississauga, ON Pointe-Claire, QC time type Full time posted on Posted Yesterday job requisition id JR34003

Inizio Engage has partnered with a global biopharmaceutical company to build a Medical information team that are a primary resource to provide drug / medical device product information. Inizio Engage is seeking a Team Leader, Medical Information that supports the supervision of the Medication Information call center staff to ensure prompt and accurate response to customer contacts via all communication channels. The Team Leader, Medical Information will be reporting to the Call Center Supervisor. This is a remote based role.

Job Duties & Responsibilities :

Maintain excellent quality and productivity standards for client project; adhere to all company and program-specific policies, Standard Operating Procedures, and guidelines

Accurately collect information required by program and correctly document data in specific project database(s)

Complete and accurately document Adverse Events, Product Quality Complaints, and other reportable information 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 to maximize utilization, including performing administrative duties as needed

Provide intermediary service between Client Account Manager or designee and team

Support Supervisor and Client Account Manager or designee in all project business initiatives and objectives

Update training materials and conduct trainings as directed

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 Medical Information Specialists and 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 program information / directives to team

Lead by example, adhering to corporate compliance and demonstrating the values of quality, integrity, innovation, accountability, collaboration, and leadership

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 & Qualifications :

Current Canadian healthcare professional license : P.A., N.P., R.N., L.P.N., R.Ph. or PharmD license

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.

Previous Medical Information experience, preferably in a Call Center environment

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

Possess effective organizational skills, including working on multiple projects simultaneously

Strong critical thinking and problem-solving skills

Flexible and adaptable to meet scheduling and organizational needs; An 8-hour shift with allocated breaks can vary between 9 am- 9 pm EST

Our Benefits :

Health Benefits as of day 1 of employment

Length of Service Awards

Quarterly Star Awards

Yearly Inizio Circle of Excellence Awards

Referral bonus

Library of online training courses

About Inizio Engage :

Inizio Engage is a strategic, commercial, and creative engagement partner that specializes in healthcare. Our passionate, global workforce augments local expertise and diverse mix of skills with data, science, and technology to deliver bespoke engagement solutions that help clients reimagine how they engage with their patients, payers, people and providers to improve treatment outcomes. Our mission is to partner with our clients, improving lives by helping healthcare professionals and patients get the medicines, knowledge and support they need.

We believe in our values : We empower everyone / We rise to the challenge / We work as one / We ask what if / We do the right thing, and we will ask you how your personal values align to them.

To learn more about Inizio Engage, visit us at : https : / / inizio.health /

Don't meet every job requirement? That's okay! We are dedicated to building a diverse, inclusive, and authentic workplace. If you're excited about this role, but your experience doesn't perfectly fit, please apply directly through our Careers page. We're excited to meet you

About Us

Inizio Engage is a strategic, commercial and creative engagement partner that specializes in healthcare. Our passionate, global workforce augments local expertise and diverse mix of skills with data, science and technology to deliver bespoke engagement solutions that help clients reimagine how they engage with their patients, payers, people and providers to improve treatment outcomes.

That’s why at Inizio Engage we’ve brought together a group of more than 7,000 experts, working in more than 20 countries. A passionate, diverse team with global reach and local knowledge. Together, we partner with our clients to challenge conventional thinking to empower people to make better health decisions and enhance treatment outcomes across the globe.

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