Patient Support Specialist

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. #J-18808-Ljbffr