Bilingual Licensed Team Lead

Ashfield Healthcare; United States; On-site; USD 40,000 - 73,000; Full time

Benefits offered by this job

Competitive pay

Comprehensive benefits (medical,Dental

Vision coverage

401(k) with company match

Paid time off

Company-paid holidays

Recognition programs

Career advancement

Job summary

Ashfield Healthcare is seeking a skilled professional in the United States to support coordination between client management and call center teams. The role focuses on facilitating training, tracking program metrics, and ensuring adherence to HIPAA and company standards.

Ideal candidates will have an RN license, fluent Spanish and English, and at least two years in a call center leadership or training capacity.

Qualifications

• Current U.S. healthcare professional license: RN.
• Spanish & English Fluency Required.
• 2+ years of leadership experience in a Call Center.

Responsibilities

• Provide intermediary service between Client Account Manager or designee and Call Center Communicators.
• Support leadership 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.
• Lead by example, adhering to corporate compliance and demonstrating core values.

Skills

Spanish fluency

English fluency

Call center leadership

Education

RN license

Tools

Microsoft Word

Excel

Outlook

Job description

Why You\'ll Love Working Here

• 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?

• Provide intermediary service between Client Account Manager or designee and Call Center Communicators.


• Support Vice President, Director, Supervisor, and Client Account Manager or designee 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 Client Account Management Team of all system failures/slow-downs.


• Assist with call monitoring; provide timely feedback to Call Center 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 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).

What do you need for this position?

• Current U.S. healthcare professional license: R.N


• Spanish & English Fluency Required


• 2+ years of successful experience training or within a leadership capacity within a Call Center operation preferred.


• Preferred minimum of 3 years' experience working in Gastroenterology or Hepatology and familiar with liver disease progression, understands fibrosis staging and cirrhosis risk.


• Ability to join frequent meetings and calls without disruption or disconnecting


• 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.

The base pay range for this position is $28.70/hr - $53.30/hr. The final compensation offered to a successful candidate will be determined by factors such as experience, skills, internal equity, and business needs.

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