Licensed Team Lead, RN

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

📋 Description

• Serve as an intermediary channel for communication between the Supervisor and Call Center Specialists.

• Assist the Supervisor and leadership in achieving assigned project business goals and objectives.

• Act as the subject matter expert for the program team.

• Investigate inquiries and complaints, managing program escalations effectively.

• Notify the Supervisor and Client Account Management Team of any system failures or slowdowns.

• Conduct quality monitoring and provide timely feedback and coaching to Call Center Specialists.

• Generate ideas and recommendations for program enhancements.

• Support management in compiling individual monthly program metrics.

• Distribute project information and directives to the team.

• Exemplify corporate compliance and company values in leading by example.

• Uphold quality and productivity standards while adhering to project scripts and guidelines.

• Collect and accurately record required information in project databases.

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

• Effectively communicate with callers and help them understand medical terminology.

• Carry out administrative and non-telecommunication tasks as required.

• Comply with company policies and Standard Operating Procedures.

• Ensure the protection of patient privacy and confidentiality as mandated by HIPAA.

⛳️ Requirements

• RN License is required.

• A minimum of an associate’s degree or equivalent work experience; pursuing a BA/BS is preferred.

• At least 2 years of proven experience in a leadership role within a Call Center environment.

• Exceptional verbal, written, and listening communication skills.

• Proficient in relevant computer software, including Word, Excel, and Outlook.

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

• Excellent customer service, communication, and interpersonal skills.

• Capable of coaching and motivating staff members and program team members.

• Must ensure patient privacy and confidentiality in accordance with HIPAA guidelines.

🏝️ Benefits

• Comprehensive benefits package including 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.

• Collaborative company culture.