Licensed Team Lead (RN)

Inizio Engage; Fort Washington (Montgomery County); On-site; USD 3,279,000 - 6,089,000; Full time

Benefits offered by this job

Medical, dental, vision coverage

401(k) with company match

Accrued paid time off

Paid maternity/paternity leave

Company-paid holidays

Job summary

Inizio Engage is hiring a Licensed Call Center Team Lead (RN) in the United States to supervise call center staff across channels, ensuring prompt and accurate responses for Amgen-related programs. The role supports leadership on project initiatives and acts as a program expert to improve patient and client outcomes.

The position requires an RN license and 2+ years of leading within a call center environment, with strong communication and coaching skills.

Qualifications

• RN licensed is required for the role.
• Minimum associate’s degree or equivalent work experience.
• 2+ years leading within a Call Center environment.
• Strong verbal, written and listening communication skills.

Responsibilities

• Provide intermediary service and communication between Supervisor and Call Center Specialists.
• Support Supervisor and leadership in project initiatives and objectives.
• Act as subject matter expert for the program team.
• Investigate inquiries and complaints and handle escalations.
• Inform Supervisor and Client Account Management Team of system issues.
• Conduct quality monitoring and give timely feedback and coaching.
• Lead by example and adhere to corporate values and SOPs.
• Maintain quality and productivity standards and document data accurately.
• Complete adverse events and product quality complaints per guidelines.
• Demonstrate effective communication and tele-management skills.

Skills

Excellent communication

Customer service

Coaching staff

Empathy

Medical terminology comprehension

Education

Associate’s degree or equivalent

RN license

Pursuing BA/BS preferred

Tools

Word

Excel

Outlook

Job description

Licensed Call Center Team Lead (RN) Inizio Engage has a long-standing partnership with Amgen, a leading Biotechnology company, across Commercial, Patient Solutions and Medical Affairs businesses. Support the supervision of the call center staff to ensure prompt and accurate response to customer contacts via all communication channels. This is your opportunity to join Inizio Engage and represent a top biotechnology company!

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
• 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 and communication between Supervisor and Call Center Specialists.
• Support Supervisor and other members of leadership in all assigned project business initiatives and objectives.
• Act as subject member expert for program team.
• Investigate inquiries and complaints and handle escalations for program.
• Inform Supervisor and Client Account Management Team of all system failures/slow-downs.
• Conducy quality monitoring for program team; provide timely feedback and coaching to Call Center Specialists.
• 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.
• 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?

• RN Licensed Required
• Minimum of associate’s degree or equivalent work related experience; pursuing BA/BS preferred.
• 2+ years of successful experience leading within a Call Center Environment
• 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 po ssess the ability to coach and motivate staff members program team members.
• The base pay range for this position is $23.80/hr – $44.20/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/

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.