Medical Information Team Lead (PharmD)

Inizio Medical

Job Overview

Location

United States - Remote

Job Type

Full-time

Full Job Description

📋 Description

• Supervise call center staff to ensure prompt and accurate responses to customer inquiries across all communication channels.
• Serve as the intermediary between Client Account Managers or designees and Call Center Communicators to facilitate seamless operations.
• Support Vice Presidents, Directors, Supervisors, and Client Account Managers in executing project business initiatives and objectives.
• Update training materials and conduct training sessions for call center communicators as directed by the Call Center Supervisor.
• Investigate customer inquiries and complaints, managing escalations and resolving issues in alignment with client protocols.
• Report system failures or performance slow-downs to the Supervisor and Client Account Management Team in a timely manner.
• Monitor calls and provide constructive, timely feedback to call center communicators to maintain service quality.
• Assist in compiling and analyzing individual monthly program metrics for management review.
• Disseminate project directives, updates, and information clearly and consistently to all team members.
• Lead by example by adhering to corporate compliance standards and embodying company values: quality, integrity, innovation, accountability, collaboration, and leadership.
• Maintain high standards of quality and productivity for all client projects, strictly following approved scripts and operational guidelines.
• Accurately collect, document, and manage program-specific data in designated project databases.
• Complete and document Adverse Events and Product Quality Complaints in full compliance with client and federal regulatory guidelines, including HIPAA.
• Demonstrate effective tele-management and communication skills while interacting with callers in an empathetic, professional manner.
• Facilitate caller understanding of complex medical terminology through clear, compassionate communication.
• Exhibit flexibility by performing administrative and non-telecommunication duties as needed to maximize departmental utilization.
• Adhere to all company policies, Standard Operating Procedures (SOPs), and regulatory requirements.
• Maintain strong organizational skills to manage multiple projects simultaneously without compromising accuracy or timeliness.
• Safeguard patient privacy and confidentiality by strictly following HIPAA Privacy and Security Rules.
• Possess proficiency in standard computer software (Word, Excel, Outlook) and demonstrate aptitude to quickly learn new client-specific applications.
• Train, motivate, and inspire staff members to achieve performance goals and uphold service excellence.
• Exhibit outstanding customer service, interpersonal, verbal, written, and listening communication skills.
• Participate in frequent meetings and calls without disruption or disconnection to ensure operational continuity.

🎯 Requirements

• PharmD license required
• Minimum of associate’s degree or equivalent work-related experience; pursuing BA/BS preferred
• 2+ years of successful experience training or supervising within a call center operation preferred
• Ability to join frequent meetings and calls without disruption or disconnecting
• Excellent verbal, written, and listening communication skills
• Adept at using computer software (Word, Excel, Outlook) and learning new client-specific applications

🏖️ Benefits

• Competitive pay ranging from $36.40/hr to $67.60/hr based on experience, skills, and internal equity
• Comprehensive benefits including medical, dental, and vision coverage
• Accrued paid time off, paid maternity and paternity leave, and company-paid holidays
• 401(k) with company match, disability and life insurance
• Recognition programs, contests, and awards celebrating employee contributions
• Continuous growth opportunities through learning, leadership development, and career advancement support

Skills & Technologies

REST

Senior

Remote

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Inizio Medical

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About Inizio Medical

Inizio is a global healthcare consulting and commercialization partner that supports pharmaceutical, biotech, and medical-device companies from early development through to market. It combines scientific, commercial, and patient-experience expertise to accelerate clinical programs, craft launch strategies, and deliver multichannel engagement, data analytics, and medical communications. Services span market access, regulatory, medical affairs, brand strategy, creative, and digital solutions across the product lifecycle. Operating from offices in North America, Europe, and Asia-Pacific, Inizio integrates specialized agencies and technology platforms to help clients improve patient outcomes and commercial performance in an evolving healthcare landscape.

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