Medical Information Specialist - Team Lead (Licensed) - (Remote)

The role

This person will support the supervision of Call Center staff to ensure accurate responses to customer contacts. They will handle escalations, monitor team performance, and assist with training and mentoring.

What you will do

• Maintain quality and productivity standards for client projects.
• Collect and document information in project databases.
• Conduct quality monitoring and serve as a first point of escalation.
• Identify, document, and escalate Adverse Events, Product Quality Complaints, and Medical Information Requests.
• Provide coaching and support to team members.
• Monitor team performance trends and partner with the Call Center Supervisor.
• Assist with onboarding, training, and mentoring new team members.
• Support administrative and other business-related duties.
• Adhere to company policies and Standard Operating Procedures.
• Safeguard confidential information in compliance with regulatory requirements.

Required qualifications

• Current registration and good standing with the Professional Regulation Commission (PRC).
• Excellent verbal, written and listening communication skills.
• Outstanding customer service, communication, and interpersonal skills.
• Proficiency in Microsoft Office applications, business applications, and contact center technologies.
• General understanding of contact center management systems and workforce management tools.
• Demonstrated proficiency in spoken and written English.
• Ability to train, coach, motivate, and mentor team members.
• 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.

Nice to have

• Bachelor's degree from an accredited college or university, or an equivalent combination of education and relevant work experience
• 2+ years of successful experience training or in a leadership role within contact center operations
• Knowledge of United States healthcare systems, medicines regulation, pharmacovigilance requirements, and healthcare compliance standards

About the company

Inizio is expanding its global Medical Information and Contact Centre teams to support leading global healthcare organizations.