Contact Center Team Lead (Licensed PharmD)

Remote

Inizio 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! 

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 intermediary service between Client Account Manager or designee and Call Center Communicators.
  • Support Vice President, Director, Supervisor, and Client Account Manager or designee in all project business initiatives and objectives.
  • Update training materials and conduct trainings as directed by Call Center Supervisor.
  • Investigate inquiries and complaints and handle escalations for program.
  • Inform Supervisor and Client Account Management Team of all system failures/slow-downs.
  • Assist with call monitoring; provide timely feedback to Call Center Communicators.
  • 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.
  • 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).

What do you need for this position? 

  •  PharmD License Required
  • Minimum of associate’s degree or equivalent work related experience; pursuing BA/BS 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.

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