Job Description
Inizio Engage has a long-standing partnership with 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.
Shift: 11:30-8pm EST Monday- Friday
What's in it for you?
- Competitive compensation
- Excellent Benefits - accrued time off, medical, dental, vision, 401k, disability & life insurance, paid maternity and bonding time benefits, employee discounts/promotions
- Generous performance-driven Incentive Compensation package
- Competitive environment with company wide recognition, contests, and coveted awards
- Exceptional company culture
- Recognized as a Top Workplace USA 2021
- Awarded a "Great Place to Work" award in 2022 and 2023
- Fortune Best Workplaces in Biopharma 2022
What will you be doing?
- Maintain excellent quality and productivity standards for all client projects; adhere to project scripts and guidelines.
- Supporting Bilingual as well as traditional, unilingual agents in their day to day roles.
- 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).
- Conduct monitoring and effectively coach individuals on quality and KPI maintenance.
- Support Call Center Supervisor in administrative maintenance of required Team Activities.
What do you need for this position?
- High School Diploma, or equivalent work related experience required
- Minimum of associate's degree with business related courses preferred
- Pursuing BA/BS strongly preferred
- 2+ years of successful experience training or supervising within a Call Center operation preferred.
- 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.
- Fluency in the Spanish Language.
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:
Inizio Engage is proud to be an equal opportunity employer. Individuals seeking employment at Inizio are considered without regards to age, ancestry, color, gender, gender identity or expression, genetic information, marital status, medical condition (including pregnancy, childbirth, or related medical 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 federal, state, or local laws. Further, pursuant to applicable local ordinances, Inizio will consider for employment qualified applicants with arrest and conviction records.
Inizio Engage is an equal opportunity employer M/F/V/D. We appreciate your interest in our company, however, only qualified candidates will be considered
