Who is Prescryptive?
Prescryptive Health is a healthcare technology company delivering solutions that empower consumers. Prescryptive’s secure, mobile-first products connect consumers, pharmacists, and employers, ultimately providing people with the information they need to make informed decisions and take control of their health. To learn more about Prescryptive Health, visit Prescryptive.com.
About this role
The Customer Success Account Leader manages the day-to-day operations for a portfolio of employer and health plan clients. They serve as the primary client contact, ensuring operational excellence across plan changes, re-implementations, reporting, billing, call center coordination, and governance activities (e.g., Joint Steering Committees). This role works with multi-functional teams to drive customer centered projects including use of Prescryptive’s proprietary customer technology, communication initiatives, and is responsible for delivering an exceptional client experience while driving improvements that support client success and operational growth.
The successful candidate will apply their strong project management skills, excellent communication, data-driven approach, and solutions-driven mindset.
What you will do
- Serve as the primary day-to-day operational contact for assigned clients.
- Facilitate client meetings and drive accountability for action items.
- Develop meeting agendas, capture notes, and maintain RAID logs (risks, actions, issues, decisions).
- Manage client change requests, documenting requirements and coordinating internal and external execution.
- Analyze claims and operational trends; proactively identify and address client service opportunities.
- Participate in and manage internal cross functional teams tackling customer-related operational efficiency and customer experience initiatives.
- Respond to customer, broker and TPA inquiries and escalations, researching as necessary and quickly bringing requests to positive, well communicated resolution high satisfaction.
- Build relationships with key client, broker, and TPA representatives for assigned accounts, sharing Prescryptive’s capabilities and product offerings.
- Facilitate annual business cycle for assigned accounts, including business reviews, plan design analysis, compliance requirements, performance guarantee reporting, and account renewals.
- Deliver monthly reporting, quarterly business reviews (QBRs), and performance guarantee tracking.
- Collaborate with internal IT teams and third-party vendors to resolve technical, claims, and service issues.
- Triage and resolve client and member claim issues, coordinating reversals, reprocessing, and root cause analysis with IT and vendor partners.
- Support member communications related to benefits, claims, and escalations.
- Oversee billing accuracy and address invoicing discrepancies with Finance.
- Coordinate closely with call center leadership on member experience and escalations.
- Support benefit plan changes, system re-implementations, and client onboarding projects.
What you will bring
- 4+ years in client services, account management, or project management roles within PBM, healthcare, insurance, or pharmacy industries, with demonstrated success in meeting project timelines and objectives
- Track record of building trusting relationships, leading cross-functional initiatives, driving high performance, meeting deadlines, and delivering high quality, accurate work product
- Strong experience coordinating with IT teams and/or third-party vendors.
- Proven ability to triage claim issues, manage escalations, and drive operational resolution.
- Excellent organizational, documentation, and communication skills.
- Familiarity with managing RAID logs, change requests, and client project plans.
- Analytical thinking and data-driven decision maker possessing experience working with structured and unstructured data.
- Self-starter with ability to thrive independently in a dynamic, fast-paced start-up environment.
- Proficient in Microsoft Office; SalesForce or other CRM and project management tools (such as SmartSheet)
Ideally you will also have
- PBM, pharmacy benefit, or healthcare operations.
- Experience coordinating call center support or customer service operations.
- Experience preparing and participating in Joint Steering Committees.
- Prior experience supporting client re-implementations or migrations.
What we have to offer
- The opportunity to grow alongside an early-stage company shaking up a big, old-fashioned industry
- Flexible time off, including 12 paid holidays
- 401k match plus 100% employer paid medical, dental, and vision
- Company contribution to Health Savings Account
Prescryptive is committed to fair pay practices. The projected annual salary for this position is $140K to $180K. When preparing an offer, we consider the candidatesresume, experience, interview feedback, internal equity, and location.Prescryptive is an Equal Opportunity Employer. Prescryptive does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law.
All employment is decided on the basis of qualifications, merit, and business need.
