Non-Licensed Contact Center Supervisor

Inizio Engage has a long-standing partnership with a leading Biotechnology company, across Commercial, Patient Solutions and Medical Affairs businesses.

The Supervisor for Patient Support Specialist team manages a team of Patient Support Specialist to ensure high-quality support and business goals are met in accordance with compliance requirements. To effectively monitor performance, resources allocation, resolve issues, and implement process improvements within the team

This is your opportunity to join Inizio Engage and represent a top biotechnology company!

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?

• Provide day-to-day supervision of the Patient Support Specialist

• Proactively monitor staffing to ensure maintenance of all contracted service levels to meet KPIs

• Develop a contingency plan to maintain adequate queue coverage, including serving as a backup to workflow, in the event of staff shortages

• Monitor calls to ensure script adherence, safety reporting compliance, proper phone technique

• Conduct regular evaluations, communicate performance expectations, and coach direct reports for success and ongoing development

• For direct reports, implement performance standards and provide coaching and performance feedback; conduct performance evaluations for designated staff members; conduct new hire interviewing; coordinate new hire training; monitor and record absenteeism; conduct disciplinary actions, including terminations; monitor staffing levels

• Assist with scheduling trainings on and implementation of program of modifications; including assessment of pull through

• In conjunction with the program leadership, design and execute initiatives to encourage teamwork and increase employee engagement

• Completes all required administrative tasks in a timely manner within the deadlines required for the program, and Inizio Engage. Some of these could include daily computer updates, weekly summary of activity reports, emails, and time reporting.

• Must protect 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)

• Adhere to all company and client policies, procedures, and training requirements

• Must be able to work independently to complete essential tasks with minimal direct supervision or oversight and use critical thinking skills to resolve issues

• Return and maintain all company equipment and materials according to company instructions.

What do you need for this position?

• Minimum of associate degree; pursing BA/BS preferred, or equivalent experience

• Two years of experience supervising within a Call Center, preferably in Team Lead or Supervisor role; or equivalent experience

• Proficient with Microsoft Office programs and database systems

• Ability to multitask while maintaining high attention to detail and accuracy

• Strong critical thinking and creative problem-solving skills

• Outstanding customer service, communication, and interpersonal skills

• Must be highly organized, with solid relationship building skills including the ability to train and motivate staff

• Ability to join frequent meetings and calls without disruption or disconnecting

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.health/

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.