Company Overview
ImmunityBio, Inc. (NASDAQ: IBRX) is a commercial-stage biotechnology company developing cell and immunotherapy products that are designed to help strengthen each patient’s natural immune system, potentially enabling it to outsmart the disease and eliminate cancerous or infected cells. We envision a day when we no longer fear cancer, but can conquer it, thanks to the biological wonder that is the human immune system. Our scientists are working to develop novel therapies that harness that inherent power by amplifying both branches of the immune system, attacking cancerous or infected cells today while building immunological memory for tomorrow. The goal: to reprogram the patient’s immune system and treat the host rather than just the disease.
Why ImmunityBio?
- ImmunityBio is developing cutting-edge technology with the goal to transform the lives of patients with cancer and develop next-generation therapies and vaccines that complement, harness and amplify the immune system to defeat cancers and infectious diseases.
- Opportunity to join a publicly traded biopharmaceutical company with headquarters in Southern California.
- Work with a collaborative team with the ability to work across different areas of the company.
- Ability to join a growing company with professional development opportunities.
Position Summary
The Supervisor, Medical Call Center will oversee ImmunityBio’s call center and reception operations to provide information about our products and promote positive relations with the public and company affiliates. The Supervisor will guide and direct staff in responding to inquiries from external parties and receiving and welcoming visitors to company facilities. This role will be responsible for leading implementation for our in-house call center operation inclusive of establishing processes and workflows.
Essential Functions
- Supervise a team of call center representatives and ensure they provide quality service to external parties contacting the company for product information or visiting company facilities.
- Monitor calls and other interactions between representatives and external parties for quality and courtesy.
- Respond to, or ensure the appropriate handling of, complex or sensitive requests escalated from representatives.
- Develop and update standard call center and reception procedures to ensure that representatives are informed on and adhere to company guest protocols and security policies.
- Keep informed on regulatory and compliance obligations. Ensuring confidentiality and compliance with HIPPA, OSHA and state specific regulations.
- Act as a subject matter expert in patient and referral calling and/or patient collections. This may include updating product reference materials to ensure representatives have access to the most current information.
- Review collected data from parties contacting the company, and audit call center database to verify information accuracy. Prepare management reports summarizing call center trends and issues.
- Create and maintain Standard Operating Procedures (SOPs) and establish all processes and workflows for the call center and reception area.
- Oversee miscellaneous office administrative activities performed by staff, including distributing mail, maintaining files, ordering office supplies, and preparing routine correspondence and reports. Ensure requests from management for administrative support receive timely, quality attention.
- Identify barriers to effective call center and reception operations and implement tactics to improve performance.
- Hire and train new employees in the company’s call center policies, procedures, and best practices.
- Establish call center work schedules and organize and assign the work to staff.
- Handle discipline and termination of employees in accordance with company policy.
- Perform other related duties as assigned.
Education & Experience
- Bachelor’s Degree in Health Care Administration, Human Services, Psychology or relevant field; or a high school diploma with equivalent work experience is required.
- 5+ years of supervisory experience in a call center environment required
- 8+ years of progressive experience in a medical office; patient/guest relations; or medical call center environment required
- Experience in the medical and/or pharmaceutical industry is preferred
Knowledge, Skills, & Abilities
- Excellent management and supervisory skills.
- Excellent verbal and written communication skills.
- Extensive knowledge of customer service procedures and principles.
- Demonstratded knowledge of compliance and privacy matters
- Demonstrated knowledge of medical and/or pharmaceutical terminology.
- Able to convey empathy and patience with a patient and/or customer first focus
- Demonstrates ethical behavior and integrity
- Organized with attention to detail.
- Ability to represent the company in a professional and calm demeanor.
- Ability to coach and mentor call center representatives.
- Proficient in Microsoft Office Suite or related software.
- Proficient in medical office software and electronic health records (EHR) systems.
Working Environment / Physical Environment
- This role will work on-site at our El Segundo, CA location.
- Prolonged periods of sitting at a desk.
- Must be able to lift up to 15 pounds at times.
This position is eligible for a discretionary bonus and equity award. The annual base pay range for this position is below. The specific rate will depend on the successful candidate’s qualifications, prior experience as well as geographic location.
$93,000 (entry-level qualifications) to $115,000 (highly experienced) annually
The application window is anticipated to close on 60 days from when it is posted or sooner if the position is filled or closed.
ImmunityBio employees are as valuable as the people we serve. We have built a resource of robust benefit offerings to best support the total wellbeing of our team members and their families. Our competitive total rewards benefits package, for eligible employees, include: Medical, Dental and Vision Plan Options
- Health and Financial Wellness Programs
- Employer Assistance Program (EAP)
- Company Paid and Voluntary Life/AD&D, Short-Term and Long-Term Disability
- Healthcare and Dependent Care Flexible Spending Accounts
- 401(k) Retirement Plan with Company Match
- 529 Education Savings Program
- Voluntary Legal Services, Identity Theft Protection, Pet Insurance and Employee Discounts, Rewards and Perks
- Paid Time Off (PTO) includes: 11 Holidays
- Exempt Employees are eligible for Unlimited PTO
- Non-Exempt Employees are eligible for 10 Vacation Days, 56 Hours of Health Pay, 2 Personal Days and 1 Cultural Day
- We are committed to providing you with the tools and resources you need to optimize your Health and Wellness.
At ImmunityBio, we are an equal opportunity employer dedicated to diversity in the workplace. Our policy is to provide equal employment opportunities to all qualified persons without regard to race, gender, color, disability, national origin, age, religion, union affiliation, sexual orientation, veteran status, citizenship, gender identity and/or expression, or other status protected by law.
ImmunityBio is a mandatory vaccination employer for COVID-19 and its variants. The Company requires that its employees be fully vaccinated as of their start date. If you require a medical or religious accommodation we will engage in the interactive process with you. Proof of vaccination will be required prior to start. If we make you an offer and you are not yet vaccinated, we will accommodate a delay in start date. ImmunityBio may also mandate that its employees receive vaccine boosters, and all accommodation laws will be followed.