Patient Support Quality Specialist II

Responsibilities:
- Support patient engagement quality activities by organizing/maintaining quality monitoring call scoresheets, 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.

Minimum Requirements:
- 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 Healthcloud.

Preferred Qualifications:
- Associate or Bachelor’s degree.
- 2+ years patient support programs (with Bachelor’s) OR 2+ years in health-sciences CRM (Salesforce/Healthcloud) 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.

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