Director Quality and Continued Development at Alto Pharmacy

| Greater Denver Area
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About Alto

We’re building a new kind of pharmacy to cure one of our healthcare system’s most startling ills: over 50% of prescriptions are never picked up. Because staying on track with doctor’s orders requires more than just delivering pills, we’re managing everything from insurance logistics to pricing, late-night questions to supply chain, and anything else that could stand in the way of effective treatment. Our more than 400 employees are dedicated to fulfilling medicine’s true purpose: to improve the quality of life for everyone who needs it. We’ve filled over 1 million prescriptions to date. To aid our calling, we’ve raised $354 million in funding, and we’re on track to achieve $1 billion in annual recurring revenue (ARR) by 2021. Join us as we prove just how much a pharmacy can deliver.

As Director, Quality and Continued Development you’ll be a key leader for the Patient Care Operations team. You will be the leader in a new role working very closely with our Care site Directors and other operations leaders. You will identify areas requiring process improvements and work with the Ops excellence team to implement appropriate changes.

This role will own implementing the quality function and processes for all of Care ops. This role will own the process of collecting and evaluating all external customer feedback including NPS and CSAT metrics. It will also develop and drive internal evaluation and metrics for front lines including post contact evaluations and audits of patient calls and messages. This leader drives the measurement for and analysis of internal defect tracking to identify root causes and then works with other ops team leaders to implement solutions. This leader has strong process experience and operations orientation, is great at defining measurement systems, identifying trends and working back to inputs and root causes. This leader also owns training for all Care Ops front lines roles both for new hires and existing team members. This leader ensures the most relevant content is in place and delivery of that content is delivered in a highly effective manner. This leader works closely with recruiting to use information from training evaluations to create hiring profiles that then attracts the most successful candidates into Care Operations.  Ideal candidates will have experience supporting centralized pharmacy call centers.

Our mission at Alto is to be the world’s most patient-centric pharmacy, where patients receive the care they deserve. We are building the best pharmacy for everybody, everywhere. You are passionate about our mission and have the desire to shape the future of pharmacy. You thrive in ambiguity and see this as an opportunity to forge the best path. You are a problem solver, identify patterns and issues, and implement  solutions. You are an inspiring and organized leader that truly values the impact Alto’s work makes on our patients. You always put the patient first. You are scrappy and resourceful, and view mistakes as an opportunity to go above and beyond.

A Bit About You:

Minimum Qualifications:

  • 10+ years of progressive experience working in an operations environment and at least 7+ years in leadership role supporting operational functions.
  • Are an experienced leader of leaders. You have managed multiple people leaders who are leaders of teams. 
  • Have scaled teams and built sustainable tools and repeatable processes
  • Demonstrated experience building culture and inspiring a workforce an operations site
  • Have managed quality post contact audits or similar evaluations for teams who operate in complex workflows.
  • Strong relationship management experience building relationships quickly with internal ops stakeholders, GM’s and key clinic partners reps.
  • Are analytics and metrics focused and have a track record for driving KPI improvements.
  • Love to partner with multiple teams to translate new business development needs into operational plans
  • Communicate well with various stakeholders and can build project proposals and business cases
  • Deliver meaningful results while operating in a fast paced environment
  • Are able to train, motivate, and coach teams to maintain high patient care standards and build team morale
  • Are highly productive and value autonomy
  • Multi-task well and can effectively prioritize multiple engagements simultaneously
  • Believe in Alto’s mission and our company values of always putting the patient first, having a mindset of humility, and acting with a sense of urgency.

Preferred Qualifications: 

  • Have call center and operations support
  • Have a deep understanding of the pharmacy ecosystem 
  • Have lead training functions and teams
  • Have a Math or similar technical degree or Masters in Business Administration

Alto Pharmacy is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. We are an E-Verify company.

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Technology we use

  • Engineering
  • Product
    • GolangLanguages
    • JavaLanguages
    • PythonLanguages
    • RLanguages
    • RubyLanguages
    • SqlLanguages
    • ReactLibraries
    • Ruby on RailsFrameworks
    • PostgreSQLDatabases
    • SnowflakeDatabases
    • AsanaManagement
    • JIRAManagement

Location

Golden Triangle area just south of downtown Denver

An Insider's view of Alto Pharmacy

How would you describe the company’s work-life balance?

Work/life balance is definitely encouraged at Alto! I never have to think about work on my weekends, and my boss has even reminded me that I haven't taken a vacation day in a while and to be sure to use some or take a long weekend.

Scott Carmichael

Software Engineer, Infrastructure

What projects are you most excited about?

I am excited about empowering our data scientists to perform both ad-hoc and repeatable analysis using our Snowflake data warehouse (loaded via dbt + Airflow). Our business users are leveraging the same reliable data sources to gain insights via Looker. Most rewarding: we are actively using data in our mission to fulfill medicine’s true purpose.

Doug

Software Engineer, Data Engineering

How does the company support your career growth?

Alto enables me to work on projects I find interesting and technically engaging. I’ve been able to work on a variety of projects ranging from integrating our pharmacy management software with external EHR systems to setting up a modern data infrastructure from scratch.

Le Qi

Software Engineer, Data Engineering

What is your vision for the company?

It’s really easy to assume that Alto Pharmacy just delivers medications, but it goes beyond this when you have patients who are bed bound or who don’t know how to navigate the medical field by themselves. We support you in navigating this tricky realm, we ensure that adherence is more feasible, and the healthcare experience is transparent.

Gloria

Patient Care Lead

What are Alto Pharmacy Perks + Benefits

Alto Pharmacy Benefits Overview

As an employee of Alto Pharmacy, we couldn’t be effective in achieving our mission without you. That’s why we’re continually looking for ways to enhance your employee experience, with benefit programs and perks that allow you to be successful in your work. Whether it’s caring for your loved ones, staying healthy, or creating opportunities for a better work-life balance, we want to provide you with meaningful support mechanisms.

Culture
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Diversity manifesto
Someone's primary function is managing the company’s diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide up to 12 weeks of parental leave for the primary caretaker. Acme Co. also provides 6 weeks of leave for the secondary caretaker.
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Stocked Kitchen
Some Meals Provided
Fitness Subsidies
Professional Development Benefits
Diversity Program
Cross functional training encouraged
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