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Call Center Supervisor, Medical Information

4 weeks ago

North Census Division SK, Canada Inizio Engage Full time €105,000 - €115,000

Inizio Engage is hiring a Call Center Supervisor, Medical Information (Licensed) , a critical member of the Business Unit responsible for overseeing all aspects of call floor operations. This includes direct management and coaching of team members, ensuring service delivery meets or exceeds client expectations, and maintaining high standards of compliance and operational excellence. The Supervisor also ensures services are delivered efficiently and in a fiscally responsible manner. Key Responsibilities Team Leadership & Development Supervise and coach call center staff to meet performance standards. Conduct interviews, onboarding, training, and performance evaluations. Foster a culture of accountability, engagement, and continuous improvement. Operational Oversight Ensure service delivery meets or exceeds client KPIs and compliance standards. Monitor call quality, adherence to scripts, and regulatory requirements (HIPAA, adverse events). Analyze call metrics and implement strategies for efficiency and quality. Serve as backup for call handling during staff shortages. Client & Program Support Collaborate on program enhancements and special call initiatives. Support development of new client programs and quality improvement efforts. Oversee alternate communication channels (email, voicemail, mail). Leadership Impact Communicate with clarity and inspire team alignment with organizational goals. Apply business insights to guide decisions and improve service delivery. Uphold high standards of professionalism and ethical conduct. Qualifications Licensed R.N.or Pharmacist. 5+ years' supervisory experience in a call center (preferably healthcare-related). Proficient in call management systems (e.g., Avaya CMS) and Microsoft Office Suite. Strong communication, problem-solving, and organizational skills. Ability to lead cross-functional teams and manage multiple priorities. 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 The salary range for the Call Center Supervisor, Medical Information (Licensed) is between $105,000-$115,000 CAD. 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, 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: 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 Superviseur(e) de centre d'appels, informations médicales (titulaire d'une licence) Inizio Engage recrute un(e) superviseur(e) de centre d'appels - Informations médicales (titulaire d'une licence). Vous jouerez un rôle essentiel au sein de l'unité commerciale, en supervisant tous les aspects des opérations du centre d'appels. Cela comprend la gestion directe et l'encadrement de l'équipe, la garantie d'une prestation de services conforme (ou supérieure) aux attentes des clients, ainsi que le maintien de normes élevées en matière de conformité et d'excellence opérationnelle. Vous veillerez également à une prestation de services efficace et responsable sur le plan financier. Principales responsabilités Leadership et développement de l'équipe Superviser et encadrer les membres de l'équipe afin d'assurer le respect des normes de performance. Mener les entretiens, assurer l'intégration, la formation continue et les évaluations de performance. Favoriser une culture de responsabilité, d'engagement et d'amélioration continue. Supervision opérationnelle Veiller à ce que la performance des services atteigne ou dépasse les indicateurs clés de performance (KPI) et les normes de conformité des clients. Assurer le suivi de la qualité des appels, du respect des scripts et des exigences réglementaires (HIPAA, événements indésirables). Analyser les indicateurs d'appels et mettre en œuvre des stratégies d'amélioration de l'efficacité et de la qualité. Assurer la relève pour le traitement des appels en cas de besoin. Soutien aux clients et aux programmes Collaborer à l'amélioration des programmes et aux initiatives spéciales. Contribuer au développement de nouveaux programmes clients et aux efforts d'amélioration continue. Superviser les autres canaux de communication (courriels, messagerie vocale, courrier). Leadership et impact Communiquer avec clarté et mobiliser l'équipe autour des objectifs organisationnels. Mettre à profit une compréhension des enjeux d'affaires pour orienter les décisions et améliorer la prestation de services. Maintenir des normes élevées de professionnalisme et d'éthique. Profil recherché Infirmier(ère) diplômé(e) ou pharmacien(ne) agréé(e). Plus de 5 ans d'expérience en supervision dans un centre d'appels, idéalement dans le domaine de la santé. Maîtrise des systèmes de gestion des appels (ex. : Avaya CMS) et de la suite Microsoft Office. Excellentes compétences en communication, en résolution de problèmes et en organisation. Capacité à diriger des équipes interfonctionnelles et à gérer plusieurs priorités simultanément. Nos Avantages: Prestations de santé dès le premier jour d'emploi Primes d'ancienneté Prix étoile trimestriel Récompenses annuelles du cercle d'excellence Inizio Prime pour recommendation Bibliothèque de cours de formation en ligne L'échelle salariale pour le poste du Superviseur(e) de centre d'appels, informations médicales (titulaire d'une licence) se situe entre 105, 000 $ et 115, 000 $ CAD. À propos d'Inizio Engage : Inizio Engage est un partenaire d'affaires responsable, stratégique et créatif spécialisé dans les soins de santé. Notre main-d'œuvre mondiale passionnée renforce l'expertise locale et les diverses compétences avec les données, la science et la technologie pour fournir des solutions d'implication sur mesure qui aident les clients à repenser leur façon d'interagir avec leurs patients, les payeurs, les individus et les fournisseurs afin d'améliorer les résultats des traitements. Notre mission est de travailler en partenariat avec nos clients, d'améliorer des vies en aidant les professionnels de soins de santé et les patients à obtenir les médicaments, les connaissances et le soutien dont ils ont besoin. Nous croyons en nos valeurs : Nous donnons à chacun les moyens d'agir , nous relevons les défis , nous travaillons ensemble , nous nous demandons ce qui se passerait si , nous faisons ce qu'il faut , et nous vous demanderons comment vos valeurs personnelles s'alignent avec ces valeurs. Pour en savoir davantage sur Inizio Engage, visitez notre site : Vous ne répondez pas à toutes les exigences du poste ? Pas de souci Nous sommes déterminés à créer un lieu de travail diversifié, inclusif et authentique. Si vous êtes enthousiasmé par ce poste, mais que votre expérience ne correspond pas parfaitement à toutes les qualifications, nous vous encourageons à postuler quand même. Vous pourriez être la bonne personne pour ce poste ou un autre.