Bilingual Clinical Contact Center Supervisor

Inizio Engage

. Supervise call center staff, including active performance management .

Posted 11/4/2026full-timeRemote • United StatesJuniorMid-Level💰 $60,000 - $111,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership in supervising call center operations, ensuring compliance with HIPAA regulations, and delivering exceptional customer service. Proficient in training and developing staff while managing performance metrics and fostering teamwork.

Highest-signal resume keywords

RN LicenseCall Center SupervisionBilingual in Spanish and EnglishGastroenterology or Hepatology ExperienceHIPAA Compliance

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Performance ManagementCall Metrics AnalysisQuality Improvement ProgramsTraining and DevelopmentContingency Coverage Planning

Soft Skills

Outstanding Customer ServiceCommunication SkillsInterpersonal SkillsTeam MotivationAccountability

Tools & Technologies

WordExcelPowerPointOutlookAvaya CMS

Certifications & Qualifications

Current RN License

Industry Keywords

Call Center OperationsPatient PrivacyLiver Disease ProgressionFibrosis StagingCirrhosis Risk

About the role

Key responsibilities & impact

Supervise call center staff, including active performance management
Provide day-to-day supervision of communicators and implement and communicate performance standards
Clarify expectations, gain commitment, and hold team members accountable
Coach team members and support individual development
Conduct performance evaluations
Conduct new hire interviewing and training
Address performance issues, disciplinary actions, and terminations according to policy
Monitor staffing levels and develop contingency coverage plans
Coordinate and deliver program trainings
Implement initiatives to encourage teamwork and employee engagement
Supervise call floor operations
Deliver service meeting or exceeding client KPIs and maintain service levels
Ensure quality, compliance, HIPAA adherence, and client needs
Manage operations in a fiscally responsible manner
Collaborate with internal teams on continuous quality improvement
Monitor inbound and outbound calls for script adherence, call integrity, adverse-event compliance, HIPAA compliance, and proper phone technique
Analyze call metrics, productivity reports, and database metrics; share findings and recommendations with leadership
Oversee alternate channels including email, voicemail, and white mail
Assist with program modifications, special call programs, and new client programs
Assist in developing quality improvement programs
Develop contact center policies and procedures
Safeguard patient privacy and confidentiality under HIPAA

Requirements

What you’ll need

Current RN License Required
Fluency in Spanish and English Language Required
2-3 years experience supervising within a Call Center, preferably in Team Lead or Supervisor role; or equivalent experience
Preferred minimum of 3 years’ experience working in Gastroenterology or Hepatology
Familiarity with liver disease progression, fibrosis staging, and cirrhosis risk
Adept at Word, Excel, PowerPoint, Outlook, and Avaya CMS
Outstanding customer service, communication, and interpersonal skills
Ability to train and motivate staff members

Benefits

Comp & perks

Competitive pay
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
Recognition programs, contests, and awards
Learning, leadership development, and career advancement support
Collaborative culture
Employee recognition as a Best Place to Work in BioPharma
Certified Great Place to Work® recognition