Patient Support Quality Specialist II

About Us

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 develop treatments for rare, deadly diseases. Founded in 1996 by a family seeking a cure for their daughter’s pulmonary arterial hypertension (PAH), we now have six FDA-approved therapies treating PAH, pulmonary hypertension associated with interstitial lung disease (PH-ILD), and neuroblastoma, a rare pediatric cancer. Our near-term pipeline focuses on additional therapies for PAH and pulmonary fibrosis (PF).

The cure for end-stage life-threatening diseases is often an organ transplant, but only a small percentage of donated organs are available. We are working to create manufactured organs to address the shortage of kidneys, hearts, lungs, and livers, aiming to eliminate the transplant waiting list and cure end-stage organ diseases.

About the Role

The Patient Support Quality Specialist ensures high standards of quality and efficiency in patient support programs, focusing on patient satisfaction and key moments, particularly within the Access and Affordability team. This role provides the operational foundation for quality monitoring and readiness through call listening, scoring, data analysis, and report production. It ensures critical data, documentation, and administrative reporting processes are executed accurately and maintained reliably to support organizational decision-making.

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 for quality monitoring and review processes.
• Compile weekly and monthly reports, support metric reporting, and ensure outputs are accurate, timely, and useful for quality and operational stakeholders.
• Maintain organized records, tracking tools, and documentation supporting quality reviews, governance activities, escalation tracking, readiness efforts, and project needs.
• Assist with monitoring report completeness, follow up on missing information, and reduce administrative friction for quality teams.
• 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.

Requirements

• High School Diploma or General Education Degree (GED) with 6+ years of experience in patient support programs.
• Knowledge of contact center quality programs and experience supporting activities that maintain patient services quality standards.
• Ability to use key performance indicators and operational metrics to monitor service quality and effectiveness.
• Effective communication and collaboration skills, with the ability to share quality-related information clearly.
• Strong understanding of CRM technologies and related systems used to support patient services operations.
• Ability to work collaboratively and support a positive, cooperative working environment.
• Organizational and task coordination skills to support project activities, track deliverables, and follow through on responsibilities.
• Ability to support process improvement activities that enhance service quality and operational efficiency.
• Strong interpersonal skills 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 the 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) 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 is located in Melbourne, FL. It is a hybrid role requiring at least three days per week in the office, with potential for increased in-office requirements based on business needs.

Benefits

Eligible employees may participate in the Company’s comprehensive benefits suite, including:

• Medical, dental, vision, and prescription coverage.
• Employee wellness resources.
• Savings plans (401k and ESPP).
• Paid time off and paid parental leave.
• Disability benefits.

For additional information, visit United Therapeutics Benefits and Amenities.