Bilingual Clinical Contact Center Supervisor

Inizio Engage; United States; Remote; USD 60,000 - 111,000; Full time

Job summary

Inizio Engage is seeking a Bilingual Clinical Call Center Supervisor in the United States (remote) to lead a team of communicators, ensuring adherence to HIPAA and client KPIs.

Requirements include active RN license, fluency in Spanish and English, 2–3 years supervising in a call center (gastro/hepatology preferred), and proficiency with Avaya CMS and MS Office. Strong coaching, performance management, and process improvement skills are essential.

Qualifications

• Active RN license is required.
• 2–3 years of supervisory experience in a Call Center, preferably Team Lead or Supervisor.
• Gastroenterology or Hepatology experience preferred.
• Proficient with computer software (Word, Excel, PowerPoint, Outlook) and Avaya CMS.

Responsibilities

• Supervise call center staff and provide day-to-day supervision of communicators.
• Implement and communicate performance standards; coach team members for success.
• Conduct performance evaluations and new hire training; address issues per policy.
• Monitor staffing levels and deliver program trainings; ensure service levels and KPI targets.
• Oversee call floor operations; ensure HIPAA and script adherence; maintain quality and compliance.
• Develop contingency plans; analyze call metrics and propose improvements.
• Collaborate with internal teams to support client programs and quality initiatives.

Skills

Spanish

English

Supervisory experience

HIPAA compliance

Communication skills

Education

RN license

Tools

Avaya CMS

MS Office

Job description

Bilingual Clinical Contact Center Supervisor### Bilingual Clinical Contact Center SupervisorApply: United States - Remote: Full time: Posted Today: JR36906Inizio 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 Here**We 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 impact* Comprehensive 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 leave* Company-paid holidays so you can rest, recharge, and focus on what matters most* Recognition programs, contests, and awards that celebrate your contributions* Continuous growth opportunities through learning, leadership development, and career advancement support* A collaborative culture where your ideas are valued and your work makes a difference We’re also proud to be recognized for creating an exceptional employee experience:* Best Place to Work in BioPharma — 2022, 2023, 2025* Certified Great Place to Work — 2021, 2023, 2025, 2026 Learn more: https://www.greatplacetowork.com/certified-company/7003732 **What will you be doing?** * Supervise call center staff, including active performance management* Provide day-to-day supervision of the communicators. Implement and communicate performance standards* Provide Clarity, Gain Commitment and Hold Accountable on performance expectations* Coach team members for success and support individual development of direct reports* Conduct performance evaluations for designated staff members* Conduct new hire interviewing and training* Address performance issues, including disciplinary actions and terminations in a timely manner and according to Inizio policies* Proactively monitor staffing levels* Coordinate and deliver program trainings as required by program* Create and Implement initiatives designed to encourage teamwork and increase employee engagement.* Supervise call floor operations* Deliver service that meets or exceeds client KPI’s* Maintain all service levels* Ensure that all client needs are met with a high degree of quality and compliance to applicable Policies and Standard Operating Procedures* Manage call center operations in a fiscally responsible manner* Strategize and collaborate with internal teams to foster a culture and service of continuous quality improvement, offering creative solutions to client* Monitor 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 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 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 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.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 Interviews** As 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.