Medical Information Team Lead

1 week ago

Salem, Oregon, United States Inizio Engage Full time
Job Title: Medical Information Team Lead

Inizio Engage is a leading healthcare engagement partner that specializes in commercial, creative, and strategic solutions. We are seeking a highly skilled Medical Information Team Lead to join our team.

About the Role:

The Medical Information Team Lead will be responsible for providing intermediary services between Client Account Managers and Call Center Communicators. This role will also support the Vice President, Director, Supervisor, and Client Account Manager in all project business initiatives and objectives.

Key Responsibilities:
  • Provide timely and accurate responses to customer inquiries via all communication channels.
  • Support the supervision of call center staff to ensure prompt and accurate responses.
  • Update training materials and conduct trainings as directed by the Call Center Supervisor.
  • Investigate inquiries and complaints, and handle escalations for programs.
  • Inform the Supervisor and Client Account Management Team of all system failures or slow-downs.
  • Assist with call monitoring and provide timely feedback to Call Center Communicators.
  • Be innovative and use creativity to develop ideas and suggestions for improvements.
  • Assist the management team with the compilation of individual monthly program metrics.
  • Disseminate all project information and directives to the 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.
  • 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 their understanding of medical terminology, as needed.
  • Display flexibility within the 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.
  • 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).
Requirements:
  • 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.
  • Ability to join frequent meetings and calls without disruption or disconnecting.
  • 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 assigned.
  • Outstanding customer service, communication, and interpersonal skills.
  • Must possess the ability to train and motivate staff members.
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.

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://www.inizioengage.com/

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.

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.

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