Bilingual Licensed Team Lead

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

📋 Description

• Serve as an intermediary between the Client Account Manager or their designee and Call Center Communicators.

• Assist leadership and Client Account Management in achieving project business initiatives and goals.

• Revise training materials and facilitate training sessions.

• Investigate inquiries and grievances, managing program escalations effectively.

• Notify supervisors and Client Account Management of any system failures or performance issues.

• Aid in call monitoring and provide prompt feedback to Call Center Communicators.

• Generate ideas and recommendations for program enhancements.

• Help compile monthly program metrics for individuals.

• Distribute project updates and directives to the team.

• Set an example by adhering to corporate compliance and company values.

• Uphold quality and productivity standards while following project scripts and guidelines.

• Gather necessary information and accurately document data in project databases.

• Record Adverse Events and Product Quality Complaints in accordance with client and federal regulations.

• Employ effective communication and tele-management skills.

• Communicate with empathy to callers and clarify medical terminology as required.

• Undertake administrative tasks and other non-telecommunication responsibilities as needed.

• Adhere to company policies and Standard Operating Procedures.

• Protect patient privacy and confidentiality in compliance with HIPAA regulations.

⛳️ Requirements

• Current U.S. healthcare professional license: R.N.

• Fluency in both Spanish and English is mandatory.

• A minimum of 2 years of successful experience in training or holding a leadership role within a Call Center environment is preferred.

• Ideally, at least 3 years of experience in Gastroenterology or Hepatology is desired.

• Understanding of liver disease progression, fibrosis staging, and cirrhosis risk is essential.

• Capability to participate in frequent meetings and calls without disruptions or disconnections.

• Exceptional verbal, written, and listening communication skills.

• Proficient in Word, Excel, and Outlook.

• Strong ability to learn new software programs and client-specific applications.

• Excellent customer service, communication, and interpersonal abilities.

• Competence in training and motivating team members.

• Ability to comply with HIPAA Privacy and Security Regulations.

• Capacity to manage multiple projects concurrently.

🏝️ Benefits

• Comprehensive benefits package that includes medical, dental, and vision coverage.

• Accrued paid time off.

• 401(k) plan with company matching contributions.

• Disability and life insurance coverage.

• Paid maternity and paternity leave.

• Company-observed holidays.

• Recognition programs, contests, and awards.

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

• Collaborative work culture.

• Equal opportunity employer.

• Provision of reasonable accommodations.

• Fair chance hiring policies.