About The Role

Licensed Call Center Team Lead (RN)

Inizio Engage has a long-standing partnership with Amgen, a leading Biotechnology company, across Commercial, Patient Solutions and Medical Affairs businesses.
Support the supervision of the call center staff to ensure prompt and accurate response to customer contacts via all communication channels.
This is your opportunity to join Inizio Engage and represent a top biotechnology company!

Why You’ll Love Working Here

We believe great people deserve great support—at work and beyond. That’s why we offer a rewards experience designed to help you thrive personally, professionally, and financially:

Competitive pay that recognizes your experience, expertise , and impact
Comprehensive benefits including medical, dental, and vision coverage; accrued paid time off; 401(k) with company match; disability and life insurance; and paid maternity and paternity leave
Company-paid holidays so you can rest, recharge, and focus on what matters most
Recognition programs, contests, and awards that celebrate your contributions
Continuous growth opportunities through learning, leadership development, and career advancement support
A collaborative culture where your ideas are valued and your work makes a difference

We’re also proud to be recognized for creating an exceptional employee experience

Best Place to Work in BioPharma — 2022, 2023, 2025
Certified Great Place to Work® — 2021, 2023, 2025, 2026

Learn more: https://www.greatplacetowork.com/certified-company/7003732
What will you be doing?

Provide intermediary service and communication between Supervisor and Call Center Specialists.
Support Supervisor and other members of leadership in all as signed project business initiatives and objectives .
Act as subject member expert for program team
Investigate inquiries and complaints and handle escalations for program .
Inform Supervisor and Client Account Management Team of all system failures/ slow-downs .
Conducy quality monitoring for program team ; provide timely feedback and coaching to Call Center Special ists .
Be innovative, using creativity, imagination and information to develop ideas and suggestions for improvements.
Assist the management team with the compilation of individual monthly program metrics
Disseminate all project information/directives to 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; adhere to project scripts and guidelines.
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 the callers in their ability to understand medical terminology, as needed.
Display flexibility within department to maximize utilization , including performing administrative and non-telecommunication duties as needed.
Adhere to all company policies and Standard Operating Procedures.
Must 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).

What do you need for this position?

RN Licensed Required
Minimum of associate’s degree or equivalent work related experience; pursuing BA/BS preferred.
2+ years of successful experience leading within a Call Center Environment
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 for assigned program .
Outstanding customer service, communication, and interpersonal skills.
Must po ssess the ability to coach and motivate staff members program team members.

The base pay range for this position is $23.80/hr – $44.20/hr. The final compensation offered to a successful candidate will be determined by factors such as experience, skills, internal equity, and business needs.

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. Our mission is to partner with our clients, improving lives by helping healthcare professionals and patients get the medicines, knowledge and support they need.

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://inizio.com/

Equal Opportunity & Inclusio n

Inizio Engage is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, gender, gender identity or expression, genetic information, marital status, medical condition (including pregnancy, childbirth, or related 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 applicable federal, state, or local law

Inizio Engage is committed to providing reasonable accommodations in accordance with applicable law.

Inizio Engage complies with applicable fair chance hiring laws and will consider qualified applicants regardless of criminal history. Where permitted by applicable law, employment offers may be contingent upon the successful completion of a background check. Any information obtained from a background check will be considered in relation to the requirements of the relevant position, consistent with applicable law.

Candidate Use of Artificial Intelligence in Interviews

As part of our commitment to a fair and equitable hiring process, candidates are expected to complete all interview activities without the use of artificial intelligence tools or external assistance unless such assistance is authorized in advance by Inizio Engage or otherwise required in accordance with applicable law. This includes, but is not limited to, using generative artificial intelligence platforms to produce, edit, or guide responses in real time. Candidates may be asked to confirm compliance with this policy. Any violation of this policy may result in disqualification from consideration of employment. Candidates may submit requests for reasonable accommodation in accordance with applicable law to the Inizio Engage Talent Acquisition team.