About the Team

Our Provider Success team is responsible for ensuring that Alto delivers a best-in-class experience for practitioners who work at our partner clinics and their patients. The Provider Success Specialist will focus on facilitating the continued growth of their Alto relationship. As a strategic contributor to the Alto Growth team, you will dramatically accelerate adoption of Alto by: 

• Becoming the subject matter expert about clinics within your market, acting as their partner for day-to-day needs , and introducing Alto to their patients.
• Developing a point-of-view on how we can deepen Alto’s relationship with clinics by improving existing processes and encouraging use of our clinic-facing AltoMD technology platform
• Serving as the operational Voice of the Customer within Alto, coordinating with the Growth Team and other functions as necessary

Accelerate your Career as You:

Clinic & Patient-Facing

• Spend at least 50% of time in the field
• Confidently communicate Alto's value proposition directly to providers and patients, both in-person and remotely
• Teach, train, and empower new clinic users from your market on the AltoMD platform and Alto processes
• Confidently communicate how Alto addresses common pain points encountered by clinic back-office procedures
• Facilitate the resolution of any internal workflow needs to ensure that clinics consider Alto their preferred pharmacy partner
• Troubleshoot prescriptions by engaging directly with doctors offices, patients, and insurance companies as needed
• Work closely with doctors offices to manage refill requests, prior authorizations, and coverage determinations

Internal 

• Partner closely with other members of the Growth Team, including Partnership Managers (Sales) and Onboarding Specialists
• Facilitate resolution of prescription issues by triaging to appropriate cross-functional teams
• Document and track clinic issues, feedback, and requests - escalating as needed
• Work cross-functionally to design relevant solutions for roadblocks with clinic adoption
• Develop and implement initiatives to increase Alto engagement and retention
• Provide Voice of the Customer feedback to Product & Engineering

A Bit About You:

• 5+ years of frontline customer service/support experience in a rapidly growing start-up
• 2+ years of experience as a Pharmacy Technician (CPhT), working a patient facing role in a high-volume pharmacy
• Exceptional knowledge of commercial and government insurance and how to troubleshoot claims; comfortable w/ end to end management of prior auths and appeals
• Experience engaging and retaining strategic customers or vendors
• Friendly disposition and outstanding customer service skills
• BA/BS or equivalent work experience strongly preferred
• Pharmacy Operations experience a plus
• A passion for Alto’s mission and values 
• Strong attention to detail
• Strong communicator with the ability to partner and influence across levels and functions
• Self-directed problem solver with experience developing and improving processes
• Ability and desire to work on disparate and multiple issues on a rapid resolution timeline 
• Ability to flourish in a high-growth tech environment where change is constant
• Ability to self-reflect, learn, and be honest about development areas
• Ability to not sweat the small stuff, and a sense of humor

Preferred:

• Fluency in either Cantonese, Mandarin, or Spanish
• Willing to travel

Additional Physical Job Requirements:

• Reading English, comprehending, and following simple oral and written instructions.
• The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading. Assessing the accuracy, neatness and thoroughness of the work assigned.
• Communicating with others to exchange information.
• Expressing or exchanging ideas by means of the spoken word; those activities where detailed or important spoken instructions must be conveyed to other workers accurately, loudly, or quickly.
• Perceiving the nature of sounds at normal speaking levels with or without correction, and having the ability to receive detailed information through oral communication, and making fine discriminations in sound.
• Frequent repeating motions required to operate a computer or phone that may include the wrists, hands and/or fingers.
• Environmental Conditions: occasional exposure to low temperatures or high temperatures, outdoor elements such as precipitation and wind, and noisy environments.

Physical Activities:

• Occasionally ascending or descending stairs, ramps and the like.
• Moving about to accomplish tasks and/or moving from one worksite to another.
• Adjusting or moving objects up to 20 pounds in all directions.
• Operating motor vehicles.
• Occasional sedentary work that primarily involves sitting/standing/driving/flying

Want to learn more about Alto? Check out our blog here: https://blog.alto.com

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