Bilingual Clinical Contact Center Supervisor

This is a fully remote position, open to applicants in United States.

📋 Description

• Oversee the call center team, including active performance management.

• Provide daily supervision of communicators and establish as well as communicate performance standards.

• Set clear expectations, secure commitment, and hold team members accountable.

• Mentor team members and facilitate individual development.

• Conduct performance assessments.

• Participate in the interviewing and training of new hires.

• Address performance concerns, enforce disciplinary actions, and manage terminations in accordance with policy.

• Monitor staffing levels and create contingency coverage plans.

• Organize and deliver program training sessions.

• Introduce initiatives aimed at fostering teamwork and enhancing employee engagement.

• Supervise call floor operations.

• Ensure service delivery meets or exceeds client KPIs while maintaining service levels.

• Guarantee quality, compliance, adherence to HIPAA, and fulfillment of client needs.

• Manage operations responsibly from a fiscal perspective.

• Collaborate with internal teams to pursue continuous quality improvement.

• Monitor inbound and outbound calls for script compliance, call integrity, adverse-event adherence, HIPAA compliance, and proper phone etiquette.

• Analyze call metrics, productivity reports, and database statistics; share insights and recommendations with leadership.

• Oversee alternative communication channels including email, voicemail, and physical mail.

• Assist with program adjustments, special call initiatives, and onboarding new clients.

• Contribute to the development of quality improvement programs.

• Create and maintain contact center policies and procedures.

• Ensure the protection of patient privacy and confidentiality in compliance with HIPAA.

⛳️ Requirements

• A current RN License is mandatory.

• Proficiency in both Spanish and English is required.

• 2-3 years of supervisory experience within a Call Center, ideally in a Team Lead or Supervisor capacity; or equivalent experience.

• A preferred minimum of 3 years’ experience in Gastroenterology or Hepatology.

• Familiarity with liver disease progression, fibrosis staging, and cirrhosis risk is advantageous.

• Proficient in Word, Excel, PowerPoint, Outlook, and Avaya CMS.

• Exceptional customer service, communication, and interpersonal skills.

• Capable of training and motivating staff members.

🏝️ Benefits

• Competitive salary.

• Comprehensive medical, dental, and vision coverage.

• Accrued paid time off.

• 401(k) plan with company matching.

• Disability and life insurance.

• Paid maternity and paternity leave.

• Company-paid holidays.

• Recognition programs, contests, and awards.

• Support for learning, leadership development, and career advancement.

• A collaborative work culture.

• Employee recognition as a Best Place to Work in BioPharma.

• Certified Great Place to Work® recognition.