Licensed Team Lead

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

📋 Description

• Act as a liaison between the Client Account Manager or designated representative and Call Center Communicators.

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

• Revise training materials and facilitate training sessions.

• Investigate inquiries and complaints, managing program escalations effectively.

• Notify the Supervisor and Client Account Management Team regarding system malfunctions or slowdowns.

• Support call monitoring efforts and deliver prompt feedback to Call Center Communicators.

• Generate ideas and proposals for program enhancements.

• Aid management in compiling monthly individual program metrics.

• Distribute project information and directives among team members.

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

• Maintain quality and productivity standards, following project scripts and guidelines meticulously.

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

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

• Engage empathetically with callers and help clarify medical terminology.

• Execute administrative and non-telecommunication tasks as required.

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

⛳️ Requirements

• A valid U.S. healthcare professional license: R.N.

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

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

• Knowledge of liver disease progression, fibrosis staging, and cirrhosis risk.

• Capability to participate in frequent meetings and calls without interruption or disconnection.

• 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 skills.

• Ability to train and inspire team members.

• Commitment to safeguarding patient privacy and confidentiality in line with HIPAA.

• Capacity to manage multiple projects simultaneously.

• Willingness to comply with company policies and Standard Operating Procedures.

🏝️ Benefits

• Competitive salary.

• Medical, dental, and vision insurance.

• Accrued paid time off.

• 401(k) plan with company matching.

• Disability and life insurance coverage.

• Paid maternity and paternity leave.

• Company-observed holidays.

• Recognition programs, contests, and awards.

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

• A collaborative work culture.