Patient Support Quality Specialist II

United Therapeutics Corporation•Melbourne, FL

5d•Hybrid

About The Position

United Therapeutics (Nasdaq: UTHR) is a public benefit corporation dedicated to developing novel pharmaceutical therapies and technologies for rare, deadly diseases and to address the shortage of transplantable organs. The company has developed six FDA-approved therapies for conditions like pulmonary arterial hypertension (PAH), pulmonary hypertension associated with interstitial lung disease (PH-ILD), and neuroblastoma. Their pipeline also focuses on pulmonary fibrosis (PF) and the creation of manufactured organs to eliminate transplant waiting lists. The Patient Support Quality Specialist II will ensure high standards of quality and efficiency in patient support programs, focusing on patient satisfaction, access, and affordability. This role provides the operational foundation for quality monitoring and readiness activities through call listening, scoring, data analysis, and report production. The specialist will ensure critical data, documentation, and administrative reporting processes are accurate, reliable, and available for organizational decision-making.

Requirements

H.S. Diploma or General Education Degree (GED) with 6+ years of experience with patient support programs
Knowledge of contact center quality programs and experience supporting activities that help maintain patient services quality standards
Ability to use key performance indicators and operational metrics to support monitoring of service quality and effectiveness
Effective communication and collaboration skills with the ability to share quality-related information clearly with team members and stakeholders
Strong understanding of CRM technologies and related systems used to support patient services operations
Ability to work collaboratively with team members and support a positive, cooperative working environment
Organizational and task coordination skills with the ability to support project activities, track deliverables, and follow through on assigned responsibilities
Ability to support process improvement activities that help enhance service quality and operational efficiency
Strong interpersonal skills with ability to quickly develop working relationships and credibility with key stakeholders
Empathy, compassion, and a patient-centric mindset to provide the best possible support and care
Strong proficiency with Microsoft Office suite
Experience with Salesforce or Healthcloud CRM platforms

Nice To Haves

Associate Degree or Bachelor’s Degree
2+ years of experience with patient support programs (with a Bachelor's Degree)
2+ years of experience working in a health sciences oriented CRM system (e.g. Salesforce, Healthcloud, etc)
3+ years of experience operating within or providing oversight of a contact center quality program
Rare disease and/or complex therapy administration experience
Knowledge and experience in patient support programs
Understanding of Patient Support Services technologies
Basic understanding of relevant regulatory requirements and industry standards

Responsibilities

Support patient engagement quality activities by organizing and maintaining inputs such as quality monitoring call scoresheets, compliance reporting requirements, escalation tracking needs, and operational metrics.
Keep information current, accessible, and aligned to team needs.
Conduct routine call scoring and assist with call selection preparation in support of quality monitoring and review processes.
Compile weekly and monthly reports, support metric reporting, and help ensure reporting outputs are accurate, timely, and useful for quality and operational stakeholders.
Maintain organized records, tracking tools, and documentation that support quality reviews, governance activities, escalation tracking, readiness efforts, and project support needs.
Assist with monitoring report completeness, following up on missing information, and reducing administrative friction for quality teams.
Help ensure leaders and stakeholders can quickly access required information by maintaining trusted tracking systems, compiling requested materials, and supporting routine governance and reporting activities.
Contribute to efficient quality operations by delivering assigned reports and administrative support accurately and on time.