Bilingual Licensed Team Lead

Inizio Engage

. Provide intermediary service between the Client Account Manager or designee and Call Center Communicators .

Posted 11/3/2026full-timeRemote • United StatesSenior💰 $29 - $53 per hourWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in training and leadership within a Call Center environment, with a strong focus on compliance with HIPAA regulations and effective communication in both Spanish and English. Proficient in managing program metrics and improving operational processes while maintaining high standards of customer service.

Highest-signal resume keywords

Current U.S. Healthcare Professional License: R.NSpanish & English Fluency2+ Years Experience in Call Center LeadershipFamiliarity with Liver Disease ProgressionStrong Communication Skills

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Training DevelopmentProgram Metrics CompilationData DocumentationCall MonitoringAdverse Events DocumentationHIPAA ComplianceProject ManagementTele-management SkillsMedical TerminologyCustomer Service

Soft Skills

Interpersonal SkillsEmpathyMotivational SkillsListening SkillsCommunication Skills

Tools & Technologies

WordExcelOutlook

Certifications & Qualifications

Current U.S. Healthcare Professional License: R.N

Industry Keywords

GastroenterologyHepatologyFibrosis StagingCirrhosis RiskPatient PrivacyStandard Operating Procedures

About the role

Key responsibilities & impact

Provide intermediary service between the Client Account Manager or designee and Call Center Communicators
Support leadership and Client Account Management with project business initiatives and objectives
Update training materials and conduct trainings
Investigate inquiries and complaints and handle program escalations
Inform supervisors and Client Account Management of system failures or slowdowns
Assist with call monitoring and provide timely feedback to Call Center Communicators
Develop ideas and suggestions for program improvements
Assist with compiling individual monthly program metrics
Disseminate project information and directives to the team
Lead by example while adhering to corporate compliance and company values
Maintain quality and productivity standards and follow project scripts and guidelines
Collect required information and accurately document data in project databases
Document Adverse Events and Product Quality Complaints according to client and federal guidelines
Use effective communication and tele-management skills
Communicate empathetically with callers and explain medical terminology as needed
Perform administrative and other non-telecommunication duties as needed
Follow company policies and Standard Operating Procedures
Safeguard patient privacy and confidentiality under HIPAA

Requirements

What you’ll need

Current U.S. healthcare professional license: R.N
Spanish & English Fluency Required
2+ years of successful experience training or within a leadership capacity within a Call Center operation preferred
Preferred minimum of 3 years’ experience working in Gastroenterology or Hepatology
Familiarity with liver disease progression, fibrosis staging, and cirrhosis risk
Ability to join frequent meetings and calls without disruption or disconnecting
Excellent verbal, written and listening communication skills
Adept at Word, Excel, and Outlook
Strong aptitude to learn new computer programs and client-specific applications
Outstanding customer service, communication, and interpersonal skills
Ability to train and motivate staff members
Ability to work in compliance with HIPAA Privacy and Security Rules
Ability to work on multiple projects simultaneously

Benefits

Comp & perks

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
Recognition programs, contests, and awards
Continuous growth opportunities through learning, leadership development, and career advancement support
Collaborative culture
Equal opportunity employer
Reasonable accommodations
Fair chance hiring