Healthcare Call Center Lead & Training Expert

Inizio Engage; Oregon; Hybrid; USD 40,000 - 73,000; Full time

Benefits offered by this job

Medical, dental, vision coverage

401(k) with company match

Paid time off (PTO)

Company-paid holidays

Career growth opportunities

Job summary

Inizio Engage is seeking a licensed RN to lead and support education and care navigation for patients and caregivers in a virtual setting. The role involves coordinating with client account management, updating training content, and handling escalations with empathy and professionalism.

You will train staff, monitor quality and productivity, and ensure accurate data documentation across project databases, while upholding HIPAA privacy standards and corporate values.

Qualifications

• Current U.S. healthcare professional license: RN.
• Minimum 2 years of experience training or in a leadership capacity within a Call Center operation preferred.
• Gastroenterology or Hepatology background is a plus.
• Ability to join frequent meetings and calls without disruption.

Responsibilities

• Provide intermediary service between Client Account Manager or designee and Call Center Communicators.
• Support leadership in project initiatives and objectives.
• Update training materials and conduct trainings as directed by supervisor.
• Investigate inquiries and complaints and handle escalations for programs.
• Inform management of system failures/slow-downs and provide timely feedback.
• Assist with call monitoring and provide feedback to communicators.
• Contribute ideas for improvements using creativity and initiative.
• Compile monthly program metrics and disseminate information to the team.
• Adhere to HIPAA guidelines and maintain patient privacy.

Skills

Verbal communication

Written communication

Listening skills

Customer service

Education

Registered Nurse license

Tools

MS Word

MS Excel

Outlook

Job description

Inizio Engage is seeking a licensed RN to lead and support education and care navigation for patients and caregivers in a virtual setting. The role involves coordinating with client account management, updating training content, and handling escalations with empathy and professionalism.

You will train staff, monitor quality and productivity, and ensure accurate data documentation across project databases, while upholding HIPAA privacy standards and corporate values.