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.

About the Team

Our fertility business has quickly transformed the experience for fertility patients, by delivering the highest quality customer service and convenience, enabled by our technology and an exceptional team of pharmacists and patient care specialists. 9 out of 10 patients report they would recommend Alto Fertility to a friend or colleague! We have established a strong leadership presence on the West Coast, and are preparing for our national expansion.

Our Provider Success team is responsible for ensuring that Alto delivers a best-in-class experience for practitioners who work at our partner clinics. The Provider Success Lead will manage our growing team of fertility Provider Success Specialists, and drive the strategy and operations work necessary to continuously improve how we onboard and support these clinics. As a leader within the Alto Growth team, you will increase Provider Success’ efficacy and impact by:

  1. Project-managing the roadmap for enhancing our provider-facing processes, taking into account their impact on clinic adoption and operational complexity to implement
  2. Devising, testing and implementing new clinic engagement strategies, with the goal of accelerating AltoMD uptake and share growth over time
  3. Driving high-impact Provider Success initiatives, such as competitive pricing opportunities, reporting across markets and geographies, and new programs and services for clinics

 

Role & Responsibilities 

  • Lead a team of 5+ fertility Provider Success and Onboarding Specialists, and partner closely with other members of the Growth Team, including Partnership Managers (Sales)
  • Work with Fertility Business leadership to identify key initiatives; lead scoping, execution and evaluation of these initiatives 
  • Gather and synthesize process improvement suggestions from all Provider Success team members; create framework for prioritizing these requests
  • Liaise with Product & Engineering to vet and implement process improvements
  • Develop a point-of-view on how to more quickly demonstrate value with AltoMD, and run multiple pilots to test your hypotheses
  • Design new processes and tools for Provider Success work planning and reporting, so the team knows who we are engaging with, and whether we are seeing traction
  • Assume responsibility for especially complex or high-risk patient escalations, and any resulting changes to internal workflows
  • Deliver new hire training for incoming Provider Success team members

Requirements:

Experience

  • 7+ years of frontline customer service/support experience in a rapidly growing start-up
  • Experience engaging and retaining strategic customers or vendors
  • BA/BS or equivalent work experience strongly preferred
  • Pharmacy Operations experience a plus

Skills & Orientation

  • A passion for Alto’s mission and values 
  • Executive presence
  • Strong attention to detail
  • Strong communicator (verbal and written) with the ability to partner 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

 

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