Bilingual Clinical Contact Center Supervisor

Inizio Engage; Fort Washington (Montgomery County); On-site; USD 60,000 - 111,000; Full time

Benefits offered by this job

Competitive pay

Benefits package

Paid time off

401(k) with company match

Holidays and recognition programs

Job summary

Inizio Engage is seeking a Call Center Supervisor to lead a patient-focused call center supporting a leading biopharmaceutical partner. You will supervise day-to-day operations, coach staff, implement performance standards, and ensure service levels meet client KPIs while maintaining HIPAA compliance.

The role requires an RN license, Spanish/English fluency, and experience supervising in a call center; Gastroenterology or Hepatology exposure is preferred.

Qualifications

• Current RN license required.
• Fluency in Spanish and English language required.
• 2–3 years experience supervising within a call center, preferably in Team Lead or Supervisor role, or equivalent experience.
• Preferred minimum of 3 years’ experience working in Gastroenterology or Hepatology.

Responsibilities

• Supervise call center staff and manage active performance.
• Provide day-to-day supervision of communicators and implement performance standards.
• Coach team members and conduct performance evaluations.
• Address performance issues and conduct new hire training and coaching.
• Ensure HIPAA compliance and script adherence across all channels.

Skills

RN License

Bilingual Spanish/English

Call center supervisory

Customer service

Tools

Avaya CMS

Job description

Inizio Engage has a new and exciting partnership with a leading biopharmaceutical company focused on delivering novel therapeutics for Hepatology with a focus on Metabolic Liver Disease.The Call Center Supervisor is a critical member of the Business Unit having accountabilities for all aspects of call floor operations, including direct management and coaching of team members. The Call Center Supervisor is responsible for ensuring the team delivers service that meets or exceeds agreed client goals, while fostering a culture that strives for operational and compliance excellence. As a member of the Business Unit Management Team, the Call Center Supervisor is also accountable for delivering the service in a fiscally responsible manner.This is your opportunity to join Inizio Engage and represent a top biotechnology company!Why You’ll Love Working HereWe believe great people deserve great support—at work and beyond. That’s why we offer a rewards experience designed to help you thrive personally, professionally, and financially:Competitive pay that recognizes your experience, expertise, and impactComprehensive benefits including medical, dental, and vision coverage; accrued paid time off; 401(k) with company match; disability and life insurance; and paid maternity and paternity leaveCompany-paid holidays so you can rest, recharge, and focus on what matters mostRecognition programs, contests, and awards that celebrate your contributionsContinuous growth opportunities through learning, leadership development, and career advancement supportA collaborative culture where your ideas are valued and your work makes a differenceWe’re also proud to be recognized for creating an exceptional employee experience:Best Place to Work in BioPharma — 2022, 2023, 2025Certified Great Place to Work — 2021, 2023, 2025, 2026Learn more: https://www.greatplacetowork.com/certified-company/7003732What will you be doing? Supervise call center staff, including active performance managementProvide day-to-day supervision of the communicators. Implement and communicate performance standardsProvide Clarity, Gain Commitment and Hold Accountable on performance expectationsCoach team members for success and support individual development of direct reportsConduct performance evaluations for designated staff membersConduct new hire interviewing and trainingAddress performance issues, including disciplinary actions and terminations in a timely manner and according to Inizio policiesProactively monitor staffing levelsCoordinate and deliver program trainings as required by programCreate and Implement initiatives designed to encourage teamwork and increase employee engagement.Supervise call floor operationsDeliver service that meets or exceeds client KPI’sMaintain all service levelsEnsure that all client needs are met with a high degree of quality and compliance to applicable Policies and Standard Operating ProceduresManage call center operations in a fiscally responsible mannerStrategize and collaborate with internal teams to foster a culture and service of continuous quality improvement, offering creative solutions to clientMonitor 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. This will include serving as backup handling inbound/outbound calls when needed.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).What do you need for this position?Current RN License RequiredFluency in Spanish and English Language Required2-3 years experience supervising within a Call Center, preferably in Team Lead or Supervisor role; or equivalent experience.Preferred minimum of 3 years’ experience working in Gastroenterology or Hepatology and familiar with liver disease progression, understands fibrosis staging and cirrhosis risk.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.The base pay range for this position is $60K – $111K per year. The final compensation offered to a successful candidate will be determined by factors such as experience, skills, internal equity, and business needs.About Inizio EngageInizio 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.com/Equal Opportunity & Inclusion Inizio Engage is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, gender, gender identity or expression, genetic information, marital status, medical condition (including pregnancy, childbirth, or related conditions), mental or physical disability, national origin, protected family care or medical leave status, race, religion (including beliefs and practices or the absence thereof), sexual orientation, military or veteran status, or any other characteristic protected by applicable federal, state, or local law.Inizio Engage is committed to providing reasonable accommodations in accordance with applicable law.Inizio Engage complies with applicable fair chance hiring laws and will consider qualified applicants regardless of criminal history. Where permitted by applicable law, employment offers may be contingent upon the successful completion of a background check. Any information obtained from a background check will be considered in relation to the requirements of the relevant position, consistent with applicable law.Candidate Use of Artificial Intelligence in InterviewsAs part of our commitment to a fair and equitable hiring process, candidates are expected to complete all interview activities without the use of artificial intelligence tools or external assistance unless such assistance is authorized in advance by Inizio Engage or otherwise required in accordance with applicable law. This includes, but is not limited to, using generative artificial intelligence platforms to produce, edit, or guide responses in real time. Candidates may be asked to confirm compliance with this policy. Any violation of this policy may result in disqualification from consideration of employment. Candidates may submit requests for reasonable accommodation in accordance with applicable law to the Inizio Engage Talent Acquisition team.