Medical Information Specialist - Team Lead (Licensed) - (Remote)

The posting, as Inizio Medical wrote it

Join Inizio during an exciting period of growth as we expand our global Medical Information and Contact Centre teams. We are building high-performing teams across APAC and South Africa to support leading global healthcare organizations. If you're looking for the opportunity to grow your career, work remotely, collaborate with talented colleagues around the world, and make a meaningful impact on patient and customer experiences, we'd love to hear from you.

To learn more about this career opportunity or others, find us on Indeed: Inizio Medical: Jobs | LinkedIn

Job Purpose/Overview

Support the supervision of the Call Center staff to ensure prompt and accurate response to customer contacts via all communication channels. Provide intermediary service between Call Center Supervisor or designee and Call Center Communicators. Support Senior Leadership and Call Center Supervisors in all project business initiatives and objectives. Investigate inquiries and complaints and handle escalations for program. Inform Call Center Supervisor and Senior Leadership 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. Disseminate all project information and directives to the team as directed by the Call Center Supervisor or designee. Lead by example by adhering to corporate compliance requirements and demonstrating the values of quality, integrity, innovation, accountability, collaboration, and leadership.

Job Duties & Responsibilities

• 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.
• Conduct quality monitoring activities and serve as a resource and first point of escalation for team members, providing coaching and support to promote quality, compliance, and operational excellence.
• Completely and accurately identify, document, and escalate Adverse Events (AEs), Product Quality Complaints (PQCs), Medical Information Requests (MIRs), Special Situations, and other reportable information in accordance with applicable U.S. FDA requirements, client requirements, company policies, and regulatory reporting timelines.
• Exhibit effective communication, customer service, and telephone support skills.
• Converse with callers in an empathetic manner and facilitate the callers in their ability to understand medical terminology, as needed.
• Demonstrate flexibility by supporting administrative and other business-related duties as required to meet operational needs.
• Monitor team performance trends and partner with the Call Center Supervisor to identify coaching opportunities, quality improvements, and employee development initiatives.
• Assist with onboarding, training, and mentoring new

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egivers, and consumers.

• Ability to train, coach, motivate, and mentor team members.
• Ability and willingness to work schedules that support U.S. business operations, including evenings, overnight shifts, weekends, and holidays, as required.

Physical Requirements

• Ability to lift, carry and otherwise move up to 25 pounds
• Ability to sit, stand or walk for various lengths of time throughout the day
• Ability to communicate effectively with clients and co-workers
• Ability to effectively operate computers, telephony systems, standard office equipment, and business applications.
• Ability to work remotely in a secure work environment and, where required, travel for business purposes.

Job Levels

• N/A or Not Listed

Our Leadership Commitments

The Commitments are promises that our senior leaders are making about how we will behave; how we will interact with the people around us, and the kind of culture we want to work together to create:

Equal Employment Opportunity

Inizio Engage is committed to providing equal employment opportunities to all applicants and employees. Employment decisions are based on qualifications, merit, business needs, and job requirements. We are committed to maintaining a workplace free from unlawful discrimination, harassment, and retaliation in accordance with applicable laws in the Philippines and other applicable jurisdictions.

Workplace Accommodation

Inizio Engage is committed to providing reasonable accommodation to qualified applicants and employees with disabilities in accordance with applicable laws in the Philippines and company policy. Accommodation requests will be considered on a case-by-case basis.
Don't meet every job requirement? That's okay! Our company is dedicated to building a diverse, inclusive, and authentic workplace. If you're excited about this role, but your experience doesn't perfectly fit every qualification, we encourage you to apply anyway. You may be just the right person for this role or others.