Medical Information Specialist - Team Lead (Licensed)

Job Purpose/Overview:

Support the supervision of the Call Center staff to ensure prompt and accurate response to customer contacts via all communication channels. Provide intermediary service between Call Center Supervisor or designee and Call Center Communicators. Support Senior Leadership and Call Center Supervisors in all project business initiatives and objectives. Investigate inquiries and complaints and handle escalations for program. Inform Call Center Supervisor and Senior Leadership of all system failures/slow-downs. Assist with call monitoring; provide timely feedback to Call Center Communicators. Be innovative, using creativity, imagination, and information to develop ideas and suggestions for improvements. Disseminate all project information and directives to the team as directed by the Call Center Supervisor or designee. Lead by example by adhering to corporate compliance requirements and demonstrating the values of quality, integrity, innovation, accountability, collaboration, and leadership.

Job Duties & Responsibilities:

• 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.
• Conduct quality monitoring activities and serve as a resource and first point of escalation for team members, providing coaching and support to promote quality, compliance, and operational excellence.
• Completely and accurately identify, document, and escalate Adverse Events (AEs), Product Quality Complaints (PQCs), Medical Information Requests (MIRs), Special Situations, and other reportable information in accordance with applicable U.S. FDA requirements, client requirements, company policies, and regulatory reporting timelines.
• Exhibit effective communication, customer service, and telephone support skills.
• Converse with callers in an empathetic manner and facilitate the callers in their ability to understand medical terminology, as needed.
• Demonstrate flexibility by supporting administrative and other business-related duties as required to meet operational needs.
• Monitor team performance trends and partner with the Call Center Supervisor to identify coaching opportunities, quality improvements, and employee development initiatives.
• Assist with onboarding, training, and mentoring new team members, as assigned.

• Demonstrates proficiency in all responsibilities associated with the Healthcare Communicator role and serves as a resource to team members, as required.

• Monitor team performance trends and partner with the Call Centre Supervisor to identify coaching opportunities, quality improvements, and employee development initiatives.
• Demonstrated ability to exercise sound judgment and maintain confidentiality when handling sensitive client, patient, and employee information.
• Adhere to all company policies and Standard Operating Procedures.
• Possess effective organizational skills, including working on multiple projects simultaneously.

• Must safeguard confidential information by complying with client confidentiality requirements, HIPAA Privacy and Security Rules where applicable, the Philippine Data Privacy Act of 2012 (Republic Act No. 10173), company information security requirements, and applicable regulatory requirements.

Leadership Responsibilities

• Understands how own contribution contributes to results
• Understands what the organization delivers and our position within a global context
• Builds a network of useful contacts to help get things done more efficiently
• Is proactive and anticipatory with solutions to problems in the business
• Seeks to stretch own capability, willing to operate outside of comfort zone

Requirements & Qualifications:

• Current registration and good standing with the Professional Regulation Commission (PRC) and the applicable Philippine professional regulatory board (e.g., Board of Nursing or Board of Pharmacy), as required by the client program.
• Bachelor's degree from an accredited college or university, or an equivalent combination of education and relevant work experience preferred.
• 2+ years of successful experience training or in a leadership role within contact center operations preferred
• Excellent verbal, written and listening communication skills.
• Knowledge of United States healthcare systems, medicines regulation, pharmacovigilance requirements, and healthcare compliance standards preferred. 
• Outstanding customer service, communication, and interpersonal skills.
• Proficiency in Microsoft Office applications (Outlook, Word, Excel, PowerPoint, and Teams), business applications, and contact center technologies.
• General understanding of contact center management systems and workforce management tools. 
• Demonstrated proficiency in spoken and written English, with the ability to communicate professionally with U.S.-based healthcare professionals, patients, caregivers, and consumers. 
• Ability to train, coach, motivate, and mentor team members.
• Ability and willingness to work schedules that support U.S. business operations, including evenings, overnight shifts, weekends, and holidays, as required.

Physical Requirements:

• Ability to lift, carry and otherwise move up to 25 pounds
• Ability to sit, stand or walk for various lengths of time throughout the day
• Ability to communicate effectively with clients and co-workers
• Ability to effectively operate computers, telephony systems, standard office equipment, and business applications.

• Ability to work remotely in a secure work environment and, where required, travel for business purposes.

Job Levels:

• N/A or Not Listed

Our Leadership Commitments:

The Commitments are promises that our senior leaders are making about how we will behave; how we will interact with the people around us, and the kind of culture we want to work together to create:

Equal Employment Opportunity

Inizio Engage is committed to providing equal employment opportunities to all applicants and employees. Employment decisions are based on qualifications, merit, business needs, and job requirements. We are committed to maintaining a workplace free from unlawful discrimination, harassment, and retaliation in accordance with applicable laws in the Philippines and other applicable jurisdictions.

Workplace Accommodation

Inizio Engage is committed to providing reasonable accommodation to qualified applicants and employees with disabilities in accordance with applicable laws in the Philippines and company policy. Accommodation requests will be considered on a case-by-case basis.