Licensed Team Lead

Licensed Call Center Team Lead (RN) 

Inizio Engage 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!

Why You’ll Love Working Here

We believe great people deserve great support—at work and beyond. That’s why we offer a rewards experience designed to help you thrive personally, professionally, and financially:

• Competitive pay that recognizes your experience, expertise, and impact

• Comprehensive benefits including medical, dental, and vision coverage; accrued paid time off; 401(k) with company match; disability and life insurance; and paid maternity and paternity leave

• Company-paid holidays so you can rest, recharge, and focus on what matters most

• Recognition programs, contests, and awards that celebrate your contributions

• Continuous growth opportunities through learning, leadership development, and career advancement support

• A collaborative culture where your ideas are valued and your work makes a difference

We’re also proud to be recognized for creating an exceptional employee experience

• Best Place to Work in BioPharma — 2022, 2023, 2025

• Certified Great Place to Work® — 2021, 2023, 2025, 2026

Learn more: https://www.greatplacetowork.com/certified-company/7003732

What will you be doing?

• Provide intermediary service and communication between Supervisor and Call Center Specialists. 

• Support Supervisor and other members of leadership inall assigned project business initiatives and objectives.

• Act as subject member expert for program team 

• Investigate inquiries and complaints and handle escalations for program.

• Inform Supervisor and Client Account Management Team of all system failures/slow-downs.

• Conducyquality monitoring for program team; provide timely feedback and coaching to Call Center Specialists.

• 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.

• 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?

• RN Licensed Required 

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

• 2+ years of successful experience leading within a Call Center Environment 

• 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 coach and motivate staff members program team members. 

 The base pay range for this position is $23.80/hr – $44.20/hr. The final compensation offered to a successful candidate will be determined by factors such as experience, skills, internal equity, and business needs.

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.com/

Equal Opportunity & Inclusion

Inizio Engage is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, gender, gender identity or expression, genetic information, marital status, medical condition (including pregnancy, childbirth, or related 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 applicable federal, state, or local law