Patient Support Quality Specialist II

Responsibilities:

• Support patient engagement quality activities by organizing/maintaining quality monitoring call score sheets, compliance reporting requirements, escalation tracking, and operational metrics.
• Conduct routine call scoring and assist with call selection preparation; compile weekly/monthly reports and support metric reporting to ensure accurate, timely outputs.
• Maintain organized records, tracking tools, and documentation for quality reviews, governance, escalation tracking, readiness, and project support; monitor report completeness and follow up on missing information.
• Enable leaders/stakeholders to access needed information via trusted tracking systems, requested materials, and routine governance/reporting support; deliver assigned reports/admin support accurately and on time.

• H.S. Diploma/GED with 6+ years of experience with patient support programs.
• Knowledge of contact center quality programs; experience maintaining patient service quality standards.
• Ability to use KPIs/operational metrics to monitor service quality/effectiveness.
• Strong communication/collaboration; clear sharing of quality information.
• Strong CRM knowledge (e.g., systems used for patient services).
• Proficient with Microsoft Office.
• Experience with Salesforce or Health cloud.

• Associate or Bachelor’s degree.
• 2+ years patient support programs (with Bachelor’s) OR 2+ years in health-sciences CRM (Salesforce/Health cloud) OR 3+ years overseeing a contact center quality program.
• Rare disease and/or complex therapy administration; knowledge of Patient Support Services technologies; basic regulatory/industry standards.

medical/dental/vision/prescription; wellness resources; 401(k)/ESPP; paid time off/paid parental leave; disability; and more.