Remote Bilingual Clinical Call Center Supervisor

Inizio Engage; United States; Remoto; USD 60.000 - 111.000; Tempo pieno

Descrizione del lavoro

Inizio Engage is seeking a Bilingual Clinical Call Center Supervisor in the United States (remote) to lead a team of communicators, ensuring adherence to HIPAA and client KPIs.

Requirements include active RN license, fluency in Spanish and English, 2–3 years supervising in a call center (gastro/hepatology preferred), and proficiency with Avaya CMS and MS Office. Strong coaching, performance management, and process improvement skills are essential.

Competenze

• Active RN license is required.
• 2–3 years of supervisory experience in a Call Center, preferably Team Lead or Supervisor.
• Gastroenterology or Hepatology experience preferred.
• Proficient with computer software (Word, Excel, PowerPoint, Outlook) and Avaya CMS.

Mansioni

• Supervise call center staff and provide day-to-day supervision of communicators.
• Implement and communicate performance standards; coach team members for success.
• Conduct performance evaluations and new hire training; address issues per policy.
• Monitor staffing levels and deliver program trainings; ensure service levels and KPI targets.
• Oversee call floor operations; ensure HIPAA and script adherence; maintain quality and compliance.
• Develop contingency plans; analyze call metrics and propose improvements.
• Collaborate with internal teams to support client programs and quality initiatives.

Conoscenze

Spanish

English

Supervisory experience

HIPAA compliance

Communication skills

Formazione

RN license

Strumenti

Avaya CMS

MS Office

Descrizione del lavoro

Inizio Engage is seeking a Bilingual Clinical Call Center Supervisor in the United States (remote) to lead a team of communicators, ensuring adherence to HIPAA and client KPIs.

Requirements include active RN license, fluency in Spanish and English, 2–3 years supervising in a call center (gastro/hepatology preferred), and proficiency with Avaya CMS and MS Office. Strong coaching, performance management, and process improvement skills are essential.