Quality Call Monitoring Jobs (NOW HIRING)

Inizio Engage has a long-standing partnership with a leading Biotechnology company, across Commercial, Patient Solutions and Medical Affairs businesses.
The Patient Access Specialist (PAS) Team Leader is an essential member of the AstraZeneca Patient Support Operations team supporting patients and healthcare providers across the US. This position will be responsible for helping patients understand their access to medication through reimbursement and affordability programs.
This role will focus on identification of access pathways by providing information and resources to address access barriers while maintaining internal and external communications. 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. Assist the management team with the compilation of individual monthly program metrics. Disseminate all project information/directives to team. Lead by example, adhering to corporate compliance and demonstrating the values of quality, integrity, innovation, accountability, collaboration, and leadership.
This is your opportunity to join Inizio Engage and represent a top biotechnology company!
Why You'll Love Working Here
We believe great people deserve great support-at work and beyond. That's why we offer a rewards experience designed to help you thrive personally, professionally, and financially:

• Competitive pay that recognizes your experience, expertise, and impact
• Comprehensive benefits including medical, dental, and vision coverage; accrued paid time off; 401(k) with company match; disability and life insurance; and paid maternity and paternity leave
• Company-paid holidays so you can rest, recharge, and focus on what matters most
• Recognition programs, contests, and awards that celebrate your contributions
• Continuous growth opportunities through learning, leadership development, and career advancement support
• A collaborative culture where your ideas are valued and your work makes a difference

We're also proud to be recognized for creating an exceptional employee experience:

• Best Place to Work in BioPharma - 2022, 2023, 2025
• Certified Great Place to Work® - 2021, 2023, 2025, 2026

Learn more: https://www.greatplacetowork.com/certified-company/7003732
What will you be doing?

• Maintain excellent quality and productivity standards for all client projects; adhere to project scripts and guidelines.
• Manage day to day activities of patient and health care provider support requests and deliverables across multiple communication channels in a Contact Center i.e. Phone, Fax, Chat, email, etc. approximately 50 percent of time
• Ensure all support requested is captured within the Case Management system
• Serve as subject matter expert for program team responding to questions in a timely manner
• Conduct quality call monitoring for program team as directed by program leadership
• Escalate issues identified by self or project team to appropriate program leadership
• Ensure timely processing and resolution of cases meeting productivity and quality requirements
• Escalate complex cases, when appropriate
• Coordinate all appropriate aspects of patient case management through to completion, using effective interpersonal skills to manage interactions
• Educate Health Care Providers and patients on available on Patient Support programs and referral process to ensure timely case processing
• Communicate effectively with payers, pharmacies, third party administrators and other departments
• Perform in-depth research into patient's medication coverage (may include benefit investigation/prior authorization/appeals and available support programs)
• Conduct Quality Monitoring
• Follow all requirements associated with compliance to program guidelines and relevant regulations, including HIPPA and patient privacy.

What do you need for this position?

• High School Diploma required
• Associates or Bachelor's Degree preferred, or 1-2 years of healthcare/healthcare reimbursement experience.
• Working knowledge and experience with health insurance and Rx reimbursement
• Understands HIPAA and privacy laws and requirements and maintains patient confidentiality
• Experience with Adverse Event and Product Quality Complaint reporting preferred.
• Maintains compliance with program business rules, standard operating procedures, and guidelines.
• Outstanding case management/customer service skills required.
• Excellent interpersonal skills.
• Active and effective listening skills and creative problem-solving skills.
• Excellent written and oral communication skills.
• Passionate about learning and able to share/communicate that passion to others.
• Ability to work cross-functionally and exhibit teamwork and collaboration.
• Attention to detail and ability to follow up are essential.
• Self-motivated, with a sense of urgency.
• Can manage competing priorities at once.
• Strong planning and organizational skills.
• Ability to adapt quickly to changing environment.
• Individuals must demonstrate the ability to interact successfully in a dynamic and culturally diverse workplace.

The base pay range for this position is $11.90/hr - $22.10/hr. The final compensation offered to a successful candidate will be determined by factors such as experience, skills, internal equity, and business needs.
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, people, 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: https://inizio.com/
Equal Opportunity & Inclusion
Inizio Engage is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, gender, gender identity or expression, genetic information, marital status, medical condition (including pregnancy, childbirth, or related conditions), mental or physical disability, national origin, protected family care or medical leave status, race, religion (including beliefs and practices or the absence thereof), sexual orientation, military or veteran status, or any other characteristic protected by applicable federal, state, or local law.
Inizio Engage is committed to providing reasonable accommodations in accordance with applicable law.
Inizio Engage complies with applicable fair chance hiring laws and will consider qualified applicants regardless of criminal history. Where permitted by applicable law, employment offers may be contingent upon the successful completion of a background check. Any information obtained from a background check will be considered in relation to the requirements of the relevant position, consistent with applicable law.
Candidate Use of Artificial Intelligence in Interviews
As part of our commitment to a fair and equitable hiring process, candidates are expected to complete all interview activities without the use of artificial intelligence tools or external assistance unless such assistance is authorized in advance by Inizio Engage or otherwise required in accordance with applicable law. This includes, but is not limited to, using generative artificial intelligence platforms to produce, edit, or guide responses in real time. Candidates may be asked to confirm compliance with this policy. Any violation of this policy may result in disqualification from consideration of employment. Candidates may submit requests for reasonable accommodation in accordance with applicable law to the Inizio Engage Talent Acquisition team.