Medical Information Call Center Lead

Inizio Engage; United States; Remote; USD 50,000 - 94,000; Full time

Benefits offered by this job

Medical, dental, and vision coverage

401(k) with company match

Paid time off

Job summary

Inizio Engage is seeking a Call Center Supervisor in the United States to lead call floor operations, coach staff, and ensure service levels meet client goals. You will participate in performance evaluations, staffing planning, and training initiatives to uphold quality and compliance.

The role emphasizes HIPAA compliance, strong customer service, and collaboration with internal teams to improve outcomes and client satisfaction.

Qualifications

• Five years experience supervising within a Call Center, preferably in Team Lead or Supervisor role.
• General understanding of call management systems, such as CentreVuSupervisor.
• Adept at all applicable computer software, Word, Excel, Powerpoint, Outlook and Avaya CMS.
• Outstanding customer service, communication, and interpersonal skills.
• Must possess the ability to train and motivate staff members.

Responsibilities

• Supervise call center staff, including active performance management.
• Provide day-to-day supervision of the communicators, implement standards.
• Hold team accountable and provide coaching for performance.
• Attend frequent meetings and keep others connected.
• Conduct performance evaluations and new hire interviewing/training.
• Address performance issues and disciplinary actions per policy.
• Monitor staffing levels and deliver program trainings as required.
• Deliver service that meets or exceeds client KPIs and quality standards.
• Ensure HIPAA compliance and proper call techniques.

Skills

Leadership

Coaching

Performance management

Training

Communication

Interpersonal skills

Education

RN license

Pharmacist license

Tools

CentreVu Supervisor

Avaya CMS

Word

Excel

PowerPoint

Outlook

Job description

Inizio Engage is seeking a Call Center Supervisor in the United States to lead call floor operations, coach staff, and ensure service levels meet client goals. You will participate in performance evaluations, staffing planning, and training initiatives to uphold quality and compliance.

The role emphasizes HIPAA compliance, strong customer service, and collaboration with internal teams to improve outcomes and client satisfaction.