Team Leader, Medical Information (Licensed)

Inizio Engage has partnered with a global biopharmaceutical company to build a Medical information team that are a primary resource to provide drug/medical device product information. Inizio Engage is seeking a Team Leader, Medical Information that supports the supervision of the Medication Information call center staff to ensure prompt and accurate response to customer contacts via all communication channels. The Team Leader, Medical Information will be reporting to the Call Center Supervisor. This is a remote based role.

Job Duties & Responsibilities:

• Maintain excellent quality and productivity standards for client project; adhere to all company and program-specific policies, Standard Operating Procedures, and guidelines

• Accurately collect information required by program and correctly document data in specific project database(s)

• Complete and accurately document Adverse Events, Product Quality Complaints, and other reportable information 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 to maximize utilization, including performing administrative duties as needed

• Provide intermediary service between Client Account Manager or designee and team

• Support Supervisor and Client Account Manager or designee in all project business initiatives and objectives

• Update training materials and conduct trainings as directed

• Investigate inquiries and complaints and handle escalations for program

• Inform Supervisor and Client Account Management Team of all system failures/slow-downs

• Assist with call monitoring; provide timely feedback to Medical Information Specialists and Healthcare Communicators

• 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 program information/directives to team

• Lead by example, adhering to corporate compliance and demonstrating the values of quality, integrity, innovation, accountability, collaboration, and leadership

• 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)

Requirements & Qualifications:

• Current Canadian healthcare professional license: P.A., N.P., R.N., L.P.N., R.Ph. or PharmD license

• Minimum of associate’s degree or equivalent work-related experience; pursuing BA/BS preferred

• 2+ years of successful experience training or supervising within a Call Center operation preferred.

• Previous Medical Information experience, preferably in 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 possess the ability to train and motivate staff members

• Possess effective organizational skills, including working on multiple projects simultaneously

• Strong critical thinking and problem-solving skills

• Flexible and adaptable to meet scheduling and organizational needs; An 8-hour shift with allocated breaks can vary between 9 am- 9 pm EST

Our Benefits:

• Health Benefits as of day 1 of employment 

• Length of Service Awards 

• Quarterly Star Awards 

• Yearly Inizio Circle of Excellence Awards 

• Referral bonus

• Library of online training courses 

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.health/ 

Don’t meet every job requirement? That’s okay! We are dedicated to building a diverse, inclusive, and authentic workplace. If you’re excited about this role, but your experience doesn’t perfectly fit, please apply directly through our Careers page. We’re excited to meet you