Patient Support Quality Specialist II

United Therapeutics Corporation; Melbourne (FL); On-site; USD 65,000 - 90,000; Full time

Benefits offered by this job

Medical / dental / vision coverage

401k and ESPP

Paid time off & paid parental leave

Disability benefits

Job summary

United Therapeutics Corporation in Melbourne, FL is seeking a Patient Support Quality Specialist to uphold high standards of quality and efficiency in patient support programs, with a focus on access and affordability. You will conduct call scoring, data analysis, and reporting to drive decision-making, maintain documentation, and support governance activities.

This hybrid role requires in-office presence three days per week and collaboration with cross-functional teams.

Qualifications

• H.S. Diploma or GED with 6+ years of experience in 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.

Responsibilities

• Ensure high standards of quality and efficiency in patient support programs to achieve positive outcomes.
• Focus on Access and Affordability team quality and support data analysis, reporting, and governance activities.
• Conduct routine call scoring and assist with call selection for quality monitoring and reviews.
• Compile weekly and monthly reports, support metric reporting, and ensure timely and useful outputs for stakeholders.
• Maintain organized records, tracking tools, and documentation to support quality reviews and governance.
• Assist with monitoring report completeness and reducing administrative friction for quality teams.

Skills

Knowledge of contact center quality on

KPIs and operational metrics

Effective communication & teamwork

CRM technologies

Organizational & task coordination

Empathy & patient-centric mindset

Microsoft Office proficiency

Salesforce / Healthcloud experience

Education

H.S. Diploma or GED

Associate or Bachelor’s Degree

Tools

Salesforce

Healthcloud

Job description

Who We Are

California, US residents click here. The job details are as follows: We are the first publicly-traded biotech or pharmaceutical company to take the form of a public benefit corporation. Our public benefit purpose is to provide a brighter future for patients through the development of novel pharmaceutical therapies; and technologies that expand the availability of transplantable organs. United Therapeutics (Nasdaq: UTHR) seeks to travel down the corridors of indifference to develop treatments for rare, deadly diseases. We were founded in 1996 by a family seeking a cure for their daughter’s pulmonary arterial hypertension (PAH). Today, we have six FDA-approved therapies that treat PAH, pulmonary hypertension associated with interstitial lung disease (PH-ILD) and neuroblastoma, a rare pediatric cancer. Our near-term pipeline seeks to develop additional therapies for PAH and pulmonary fibrosis (PF). The cure for end-stage life-threatening diseases like PAH, PH-ILD, PF, and many others is an organ transplant, but only a small percentage of donated organs are available to address the vast need. For this reason, we are working to create manufactured organs to address the shortage of kidneys, hearts, lungs, and livers available for transplant. We believe an unlimited supply of tolerable, transplantable organs will eliminate the transplant waiting list and cure end-stage organ diseases for which transplant is not currently an option.

Who You Are

The Patient Support Quality Specialist ensures high standards of quality and efficiency in patient support programs to achieve positive outcomes by focusing on patient satisfaction and moments that matter with a primary focus on Access and Affordability team quality. Provides the operational foundation that enables quality monitoring and readiness activities to function consistently and effectively through call listening and scoring, data analysis, and report production. Ensures critical data, documentation, and administrative reporting processes are executed accurately, maintained reliably, and available when needed to support organizational decision-making. 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. Help 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.

Minimum 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

Preferred Qualifications

• Associate Degree or Bachelor’s Degree
• 2+ years of experience with patient support programs (with a Bachelor's Degree) or 2+ years of experience working in a health sciences oriented CRM system (e.g. Salesforce, Healthcloud, etc) or 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

Location

This position will be located at the Melbourne, FL location of United Therapeutics. Currently this job is a hybrid role requiring at least three days per week in the office. In office requirements could increase based on business needs.

Company Benefits

Eligible employees may participate in the Company’s comprehensive benefits suite of programs, including medical / dental / vision / prescription coverage, employee wellness resources, savings plans (401k and ESPP), paid time off & paid parental leave benefits, disability benefits, and more. For additional information on Company benefits, please visit https://www.unither.com/careers/benefits-and-amenities

United Therapeutics Corporation is an Equal Opportunity Employer, including veterans and individuals with disabilities.

Our Culture

At United Therapeutics, our mission and vision are one. We use our enthusiasm, creativity, and persistence to innovate for the unmet medical needs of our patients and to benefit our other stakeholders. We are bold and unconventional. We have fun, we do good. This is what makes United Therapeutics a stimulating place to work.