Patient Support Quality Specialist - (Pennsylvania Applicants Only

We are seeking a Patient Support Quality Specialist to support quality assurance and quality control activities within a patient support program helping oncology patients and their caregivers navigate complex treatment journeys. This role plays a critical part in ensuring operational excellence, compliance, accuracy, and an exceptional customer experience throughout the patient support lifecycle.

The Patient Support Quality Specialist will conduct quality reviews across patient support operations, including call monitoring, case audits, reimbursement reviews, documentation evaluations, and data validation activities. The ideal candidate is detail-oriented, analytical, highly organized, and passionate about improving quality, compliance, and patient outcomes within a fast-paced healthcare environment.

Position Summary

Reporting to the Quality Supervisor, the Patient Support Quality Specialist helps drive consistency and adherence to established procedures, business rules, and quality standards. This individual will review customer interactions and case documentation, identify trends and opportunities for improvement, provide actionable feedback to operational teams, and support audit readiness and continuous improvement initiatives.

Success in this role requires strong analytical capabilities, sound judgment, exceptional attention to detail, and the ability to communicate findings clearly while supporting a patient-centered culture.

Key Responsibilities

Call monitoring

Quality scoring

Documentation reviews

Reimbursement reviews

Data validation activities

• Evaluate customer interactions and case records using established scorecards, SOPs, quality standards, and business rules.
• Assess work for accuracy, completeness, compliance, documentation quality, and customer experience standards.
• Document quality findings in designated systems and maintain audit-ready records.
• Monitor trends and identify recurring issues, process gaps, compliance risks, and opportunities for operational improvement.
• Escalate privacy concerns, compliance risks, adverse events, product quality complaints, and other reportable events in accordance with company procedures.
• Participate in calibration sessions, team meetings, coaching initiatives, and audit-readiness activities to ensure consistency in quality evaluations.
• Partner with supervisors, trainers, and operational stakeholders to provide feedback and identify training opportunities.
• Support onboarding efforts and ongoing education through quality insights and coaching recommendations.
• Analyze quality outcomes and provide recommendations to improve documentation accuracy, process efficiency, and customer experience.
• Assist in developing and maintaining quality tools, job aids, reporting resources, and training materials.
• Support special projects, workflow enhancements, testing activities, reporting initiatives, and operational scaling efforts.

Required Qualifications

• Resides within 1.5 hour commute to Horsham, PA.
• Bachelor's degree required.
• Minimum of 2 years of experience in one or more of the following areas:

Quality Assurance

Quality Control

Call Center Quality

Healthcare Operations

Reimbursement Support

Auditing

Compliance Operations

• Experience conducting quality monitoring, case reviews, documentation audits, or compliance-related assessments.
• Ability to interpret and apply standard operating procedures (SOPs), work instructions, quality standards, and business rules.
• Experience identifying trends, assessing risk, and communicating recommendations effectively.
• Strong proficiency with reporting tools, spreadsheets, dashboards, and operational data review.
• Excellent written and verbal communication skills.
• Strong analytical, organizational, and problem-solving abilities.
• Demonstrated ability to manage multiple priorities while maintaining attention to detail.

Preferred Qualifications

• Experience supporting patient support programs, pharmaceutical hubs, specialty pharmacy operations, reimbursement services, or healthcare navigation programs.
• Experience in oncology, specialty therapies, rare disease, or complex treatment environments.
• Experience with quality coaching, training support, and employee development initiatives.
• Familiarity with healthcare privacy regulations and compliance requirements.
• Experience working with CRM systems, quality monitoring platforms, and case management tools.
• Quality Assurance & Auditing
• Call Monitoring & Evaluation
• Compliance & Risk Management
• Reimbursement Review
• Documentation Quality
• Process Improvement
• Trend Analysis & Reporting
• Customer Experience Excellence
• Training & Coaching Support
• Critical Thinking
• Attention to Detail
• Collaboration & Relationship Building

Why Join Us?

This is an opportunity to make a meaningful impact by supporting patients and caregivers during critical points in their healthcare journey. You'll work in a collaborative, mission-driven environment focused on quality, compliance, operational excellence, and delivering a best-in-class patient experience.