Patient Support Quality Manager - United Therapeutics
Morrisville, NC
About the Job
California, US residents click here (https://www.unither.com/docs/UNITHER%20Applicant%20Notice%20-%20%2812-22-23%29%20Final%202.15.24%20Combined%20EN%20and%20French.pdf#page=9) .
The job details are as follows:
What We Do
We build on the strength of our research and development expertise and a distinctive, entrepreneurial culture that encourages diversity, innovation, creativity, sustainability, and, simply, fun. Since inception, our mission has been to find a cure for pulmonary arterial hypertension and other life-threatening diseases. Toward this goal we have successfully gained FDA approval for five medicines, we are always conducting new clinical trials, and we are working to create an unlimited supply of manufactured organs for transplantation.
We are the first publicly-traded biotech or pharmaceutical company to take the form of a public benefit corporation (PBC). Our public benefit purpose is to provide a brighter future for patients through (a) the development of novel pharmaceutical therapies; and (b) technologies that expand the availability of transplantable organs. At the same time, we seek to provide our shareholders with superior financial performance and our communities with earth-sensitive energy utilization.
Our company was founded by an entrepreneur whose daughter was diagnosed with a life-threatening condition. She sought to find treatment options and a cure for her daughter and patients like her. We are founder-led, and relentless in our pursuit of “medicines for life”. We continue to research and develop treatments for cardiovascular and pulmonary diseases, and other orphan diseases.
How you’ll contribute
The Patient Support Quality Manager ensures high standards of quality and efficiency in patient support programs to achieve positive outcomes by focusing on patient satisfaction and moments that matter. This role involves developing and maintaining a comprehensive patient engagement quality program that monitors performance through key indicators and drives continuous improvement initiatives in collaboration with key stakeholders. Additionally, this role ensures departmental SOP compliance and collaborates with cross-functional teams to align quality initiatives and training programs to enhance staff competencies.
+ Develop, implement, and maintain comprehensive patient engagement quality program to ensure patient services programs meet internal and external quality standards. This includes establishing policies, procedures, and guidelines to support consistent and high-quality service delivery.
+ Regularly monitor and evaluate the performance of patient services programs. Use key performance indicators (KPIs) and metrics to assess service quality, patient satisfaction, and program effectiveness. Analyze data to identify trends, areas for improvement, and best practices.
+ Lead continuous improvement initiatives to enhance the quality and efficiency of patient services. Implement process improvements, new technologies, and best practices to optimize service delivery and patient outcomes.
+ Ensure that all patient services activities comply with departmental SOPs and work instructions and industry standards. Work closely with the compliance team to address any compliance-related issues and ensure quality standards are upheld.
+ All other duties as required
For this role you will need
Minimum Requirements
+ Bachelor’s Degree in life sciences, business, education, or a related field with 8+ years of relevant experience or
+ Master's degree with 6+ years of relevant experience
+ Knowledge and direct experience in developing and maintaining comprehensive contact center quality programs to ensure high standards of patient services
+ Proficient in using key performance indicators and metrics to monitor and evaluate service quality and effectiveness
+ Excellent communication, collaboration, and presentation skills with an ability to work with cross-functional teams and communicate quality goals and outcomes effectively to stakeholders
+ Understanding of CRM technologies
+ Demonstrated ability to motivate teams, foster collaborative environments, and negotiate and influence in a matrixed environment
+ Strong project management skills with proven track record of execution and results
+ Skilled in leading initiatives to enhance service quality and efficiency through process improvements and best practices
+ Strong interpersonal skills with ability 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 Microsoft Office suite
+ Ability to travel up to 20%
Preferred Qualifications
+ Master’s Degree in life sciences, business, education, or a related field
+ Experience with Salesforce or Healthcloud CRM platforms
+ Rare disease and/or complex therapy administration experience
+ Knowledge and experience in patient support programs
+ Understanding of Patient Support Services technologies
+ Expertise in ensuring patient services adhere to relevant regulatory requirements and industry standards
At United Therapeutics, you’ll realize quickly that it is not an ordinary place to work! When you join our company, you will learn, grow, contribute, have fun, and be challenged... all while making a difference in the lives of our patients.
Eligible employees may participate in the Company’s comprehensive benefits suite of programs, including medical / dental / vision / prescription coverage, employee wellness resources, savings plans (401k and ESPP), paid time off & paid parental leave benefits, disability benefits, and more. For additional information on Company benefits, please visit https://www.unither.com/careers/benefits-and-amenities
_While United Therapeutics does not require vaccination for Covid-19 at this time, we strongly encourage all employees and visitors to remain up to date on vaccinations and boosters to protect one another from illness. Employees working in customer-facing roles must adhere and comply with customers’ credentialing guidelines, which may require vaccination against Covid -19, the influenza virus, and other illnesses that could be harmful to healthcare staff and patients._
United Therapeutics Corporation is an Equal Opportunity/Affirmative Action Employer - EOE Minorities / Females / Protected Veterans / Individuals with Disabilities
_We strive to be an organization that engages the minds, hearts, and most spirited efforts of each of our employees. Our sense of purpose transforms what we do from work into mission, occupation into vocation and achievement into success._
_We challenge our employees with innovative and revolutionary projects, offer an environment which fosters high-level job performance and provide a highly competitive total rewards package. This is what makes United Therapeutics a stimulating place to work._
The job details are as follows:
What We Do
We build on the strength of our research and development expertise and a distinctive, entrepreneurial culture that encourages diversity, innovation, creativity, sustainability, and, simply, fun. Since inception, our mission has been to find a cure for pulmonary arterial hypertension and other life-threatening diseases. Toward this goal we have successfully gained FDA approval for five medicines, we are always conducting new clinical trials, and we are working to create an unlimited supply of manufactured organs for transplantation.
We are the first publicly-traded biotech or pharmaceutical company to take the form of a public benefit corporation (PBC). Our public benefit purpose is to provide a brighter future for patients through (a) the development of novel pharmaceutical therapies; and (b) technologies that expand the availability of transplantable organs. At the same time, we seek to provide our shareholders with superior financial performance and our communities with earth-sensitive energy utilization.
Our company was founded by an entrepreneur whose daughter was diagnosed with a life-threatening condition. She sought to find treatment options and a cure for her daughter and patients like her. We are founder-led, and relentless in our pursuit of “medicines for life”. We continue to research and develop treatments for cardiovascular and pulmonary diseases, and other orphan diseases.
How you’ll contribute
The Patient Support Quality Manager ensures high standards of quality and efficiency in patient support programs to achieve positive outcomes by focusing on patient satisfaction and moments that matter. This role involves developing and maintaining a comprehensive patient engagement quality program that monitors performance through key indicators and drives continuous improvement initiatives in collaboration with key stakeholders. Additionally, this role ensures departmental SOP compliance and collaborates with cross-functional teams to align quality initiatives and training programs to enhance staff competencies.
+ Develop, implement, and maintain comprehensive patient engagement quality program to ensure patient services programs meet internal and external quality standards. This includes establishing policies, procedures, and guidelines to support consistent and high-quality service delivery.
+ Regularly monitor and evaluate the performance of patient services programs. Use key performance indicators (KPIs) and metrics to assess service quality, patient satisfaction, and program effectiveness. Analyze data to identify trends, areas for improvement, and best practices.
+ Lead continuous improvement initiatives to enhance the quality and efficiency of patient services. Implement process improvements, new technologies, and best practices to optimize service delivery and patient outcomes.
+ Ensure that all patient services activities comply with departmental SOPs and work instructions and industry standards. Work closely with the compliance team to address any compliance-related issues and ensure quality standards are upheld.
+ All other duties as required
For this role you will need
Minimum Requirements
+ Bachelor’s Degree in life sciences, business, education, or a related field with 8+ years of relevant experience or
+ Master's degree with 6+ years of relevant experience
+ Knowledge and direct experience in developing and maintaining comprehensive contact center quality programs to ensure high standards of patient services
+ Proficient in using key performance indicators and metrics to monitor and evaluate service quality and effectiveness
+ Excellent communication, collaboration, and presentation skills with an ability to work with cross-functional teams and communicate quality goals and outcomes effectively to stakeholders
+ Understanding of CRM technologies
+ Demonstrated ability to motivate teams, foster collaborative environments, and negotiate and influence in a matrixed environment
+ Strong project management skills with proven track record of execution and results
+ Skilled in leading initiatives to enhance service quality and efficiency through process improvements and best practices
+ Strong interpersonal skills with ability 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 Microsoft Office suite
+ Ability to travel up to 20%
Preferred Qualifications
+ Master’s Degree in life sciences, business, education, or a related field
+ Experience with Salesforce or Healthcloud CRM platforms
+ Rare disease and/or complex therapy administration experience
+ Knowledge and experience in patient support programs
+ Understanding of Patient Support Services technologies
+ Expertise in ensuring patient services adhere to relevant regulatory requirements and industry standards
At United Therapeutics, you’ll realize quickly that it is not an ordinary place to work! When you join our company, you will learn, grow, contribute, have fun, and be challenged... all while making a difference in the lives of our patients.
Eligible employees may participate in the Company’s comprehensive benefits suite of programs, including medical / dental / vision / prescription coverage, employee wellness resources, savings plans (401k and ESPP), paid time off & paid parental leave benefits, disability benefits, and more. For additional information on Company benefits, please visit https://www.unither.com/careers/benefits-and-amenities
_While United Therapeutics does not require vaccination for Covid-19 at this time, we strongly encourage all employees and visitors to remain up to date on vaccinations and boosters to protect one another from illness. Employees working in customer-facing roles must adhere and comply with customers’ credentialing guidelines, which may require vaccination against Covid -19, the influenza virus, and other illnesses that could be harmful to healthcare staff and patients._
United Therapeutics Corporation is an Equal Opportunity/Affirmative Action Employer - EOE Minorities / Females / Protected Veterans / Individuals with Disabilities
_We strive to be an organization that engages the minds, hearts, and most spirited efforts of each of our employees. Our sense of purpose transforms what we do from work into mission, occupation into vocation and achievement into success._
_We challenge our employees with innovative and revolutionary projects, offer an environment which fosters high-level job performance and provide a highly competitive total rewards package. This is what makes United Therapeutics a stimulating place to work._
Source : United Therapeutics
