Senior Quality Compliance Coordinator, Patient Relations - United Therapeutics
Durham, 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
Provide support, oversight, and auditing activities related to the execution of Patient Relations quality and compliance programs. This role will also provide auditing support of the data entry function within the department.
+ Monitor and measure key performance indicators (KPIs) as related to data entry activities with a focus on quality and timeliness
+ Set the requirements for how entry and updates are applied to the CRM system, inclusive of testing and implementation
+ Monitor, evaluate, and quality score phone calls through a combination of live listening and AI support to ensure adherence to processes and quality standards
+ Document process/quality programs deviations and provide feedback to managers and trainers on coaching and process improvement opportunities
+ Assist with the preparation of weekly and monthly department quality program reports
+ Collaborate with knowledge management team to highlight areas of opportunity / gaps in available messaging for patient navigators and access & affordability specialists when interacting with patients and HCPs
+ All other duties as required
For this role you will need
Minimum Requirements
+ H.S. Diploma or General Education Degree (GED) with 4+ years of experience analyzing / auditing data for trends and adherence to procedure/SOP or
+ Bachelor's Degree with 2+ years of experience analyzing / auditing data for trends and adherence to procedure/SOP
+ Knowledge of pharmaceutical industry and/or healthcare field
+ Demonstrated excellence/attention to detail in utilizing information from various data sources to identify inconsistencies and corrections
+ Demonstrated ability to work as a team member with a focus on exceeding patient expectations
+ Experience with contact center quality monitoring programs
+ Experience with contact center data entry operations
+ Strong written and verbal communications skills
+ Strong attention to detail and process; highly accountable
+ Strong proficiency with MS Office Suite and internet applications
+ Position can be located at Melbourne, FL or RTP, NC
Preferred Qualifications
+ Associates Degree or Bachelor’s Degree
+ 2+ years of experience working in a health sciences oriented CRM system (e.g. Salesforce, Healthcloud, etc)
+ 3+ years of experience operating within / or providing oversight of a contact center quality program
+ Strong proficiency with CRM systems (e.g. Salesforce, Healthcloud, etc.)
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
Provide support, oversight, and auditing activities related to the execution of Patient Relations quality and compliance programs. This role will also provide auditing support of the data entry function within the department.
+ Monitor and measure key performance indicators (KPIs) as related to data entry activities with a focus on quality and timeliness
+ Set the requirements for how entry and updates are applied to the CRM system, inclusive of testing and implementation
+ Monitor, evaluate, and quality score phone calls through a combination of live listening and AI support to ensure adherence to processes and quality standards
+ Document process/quality programs deviations and provide feedback to managers and trainers on coaching and process improvement opportunities
+ Assist with the preparation of weekly and monthly department quality program reports
+ Collaborate with knowledge management team to highlight areas of opportunity / gaps in available messaging for patient navigators and access & affordability specialists when interacting with patients and HCPs
+ All other duties as required
For this role you will need
Minimum Requirements
+ H.S. Diploma or General Education Degree (GED) with 4+ years of experience analyzing / auditing data for trends and adherence to procedure/SOP or
+ Bachelor's Degree with 2+ years of experience analyzing / auditing data for trends and adherence to procedure/SOP
+ Knowledge of pharmaceutical industry and/or healthcare field
+ Demonstrated excellence/attention to detail in utilizing information from various data sources to identify inconsistencies and corrections
+ Demonstrated ability to work as a team member with a focus on exceeding patient expectations
+ Experience with contact center quality monitoring programs
+ Experience with contact center data entry operations
+ Strong written and verbal communications skills
+ Strong attention to detail and process; highly accountable
+ Strong proficiency with MS Office Suite and internet applications
+ Position can be located at Melbourne, FL or RTP, NC
Preferred Qualifications
+ Associates Degree or Bachelor’s Degree
+ 2+ years of experience working in a health sciences oriented CRM system (e.g. Salesforce, Healthcloud, etc)
+ 3+ years of experience operating within / or providing oversight of a contact center quality program
+ Strong proficiency with CRM systems (e.g. Salesforce, Healthcloud, etc.)
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
