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

Job Purpose/Overview

Support the supervision of the Call Center staff to ensure prompt and accurate response to customer contacts via all communication channels. Provide intermediary service between Call Center Supervisor or designee and Call Center Communicators. Support Senior Leadership and Call Center Supervisors in all project business initiatives and objectives. Investigate inquiries and complaints and handle escalations for program. Inform Call Center Supervisor and Senior Leadership of all system failures/slow-downs. Assist with call monitoring; provide timely feedback to Call Center Communicators. Be innovative, using creativity, imagination, and information to develop ideas and suggestions for improvements. Disseminate all project information and directives to the team as directed by the Call Center Supervisor or designee. Lead by example by adhering to corporate compliance requirements and demonstrating the values of quality, integrity, innovation, accountability, collaboration, and leadership.

Job Duties & Responsibilities

• 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.
• Conduct quality monitoring activities and serve as a resource and first point of escalation for team members, providing coaching and support to promote quality, compliance, and operational excellence.
• Completely and accurately identify, document, and escalate Adverse Events (AEs), Product Quality Complaints (PQCs), Medical Information Requests (MIRs), Special Situations, and other reportable information in accordance with applicable U.S. FDA requirements, client requirements, company policies, and regulatory reporting timelines.
• Exhibit effective communication, customer service, and telephone support skills.
• Converse with callers in an empathetic manner and facilitate the callers in their ability to understand medical terminology, as needed.
• Demonstrate flexibility by supporting administrative and other business-related duties as required to meet operational needs.
• Monitor team performance trends and partner with the Call Center Supervisor to identify coaching opportunities, quality improvements, and employee development initiatives.
• Assist with onboarding, training, and mentoring new team members, as assigned.
• Demonstrate proficiency in all responsibilities associated with the Healthcare Communicator role and serve as a resource to team members, as required.
• Demonstrate ability to exercise sound judgment and maintain confidentiality when handling sensitive client, patient, and employee information.
• Adhere to all company policies and Standard Operating Procedures.
• Possess effective organizational skills, including working on multiple projects simultaneously.
• Must safeguard confidential information by complying with client confidentiality requirements.