Licensed Team Lead

Ashfield Healthcare, LLC; Yardley (WA); Hybrid; USD 40,000 - 73,000; Full time

Job summary

Inizio Engage is seeking a Training & Operations specialist to bridge client account management with call center teams in healthcare. You will support leadership, update training materials, and ensure HIPAA compliance while driving program metrics and quality.

The role requires an active U.S. healthcare license and call center training experience, with the ability to lead meetings and train across multiple programs. Competitive pay and benefits are offered.

Qualifications

• Current U.S. healthcare professional license: RN with 2+ years in training or leadership in a Call Center.
• Preferred 3+ years in Gastroenterology/Hepatology with liver disease progression knowledge.
• Ability to join frequent meetings and calls without disruption.

Responsibilities

• Provide intermediary service between Client Account Manager or designee and Call Center Communicators.
• Support senior leaders in project initiatives and objectives.
• Update training materials and conduct trainings as directed.
• Investigate inquiries and complaints and handle escalations for programs.
• Inform Supervisors and Client Management of system failures/slow-downs.
• Assist with call monitoring and provide feedback to Call Center Communicators.
• Lead by example, ensuring compliance and core values.
• Accurately collect information and document data in project databases.

Skills

RN license

Call center leadership

Training experience

Healthcare experience

Tools

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
• 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 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.

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/

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.

Equal Opportunity & Inclusion

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.

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.