Licensed Team Lead; RN

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!

• 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
• 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 Bio Pharma — 2022, 2023, 2025 Certified Great Place to Work® — 2021, 2023, 2025, 2026 Learn more:

• Provide intermediary service and communication between Supervisor and Call Center Specialists.
• Support Supervisor and other members of leadership in all assigned 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 Specialists.
• 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).

• 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…