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
We are looking for anePrescribing Network Support Services Specialist who will be responsible formaintaining the reliability and performance of Prescryptive Health’s ePrescribing network across Retail/Ambulatory and Long-Term/Post-Acute Care settings. This role involves monitoring message traffic, managing automated alerts, responding to customer requests, and resolving escalated technical issues to ensure uninterrupted service.In addition to support responsibilities, this role leads the technical onboarding of new customers, requiring a working knowledge of APIs, internet-based applications, and backend systems such as SQL databases.
The ePrescribing Network Support Services Specialist will build trusted relationships through direct collaboration with software vendors (network customers) and internal users, while also providing indirect support to pharmacies, facilities, and prescribers to ensure smooth communication and uninterrupted service.
What you will do
Monitor and Maintain Network Operations
- Use proprietary operational and network administration tools to support onboarding of customers (such as pharmacies and prescribing platform solutions) monitor message traffic, customer connections, job queues, directories, and overall network health.
- Notify engineering of issues per established procedures and ensure successful delivery of digital prescriptions from prescriber electronic health record (EHR) systems to pharmacies.
Quality Assurance and Issue Resolution
- Conduct quality checks on incoming digital prescriptions, verify personal health information (PHI) data accuracy, and address any issues.
- Proactively identify and resolve alerts before they impact customers. Investigate root causes and collaborate with internal and external teams to meet service level agreements.
- Provide reactive support when issues are reported.
Alert Management and Automation
- Monitor and manage message alerts.
- Create, maintain, and enhance automated alert notifications using proprietary tools to improve responsiveness and reduce manual intervention.
Customer Support and Case Management
- Provide Tier 1 technical support to internal and external users, escalating to Tier 2 when necessary.
- Use current CRM tool (customer relationship management tool such as Salesforce) to manage and resolve support cases efficiently.
Customer Engagement and Onboarding
- Serve as technical owner for new customer integrations by providing guidance on installation, update, and basic connectivity between customer systems and Prescryptive for successful implementation.
- Facilitate meetings with network customers for onboarding, issue resolution, and process discussions.
- Deliver support process overviews and refresher training to new and existing customers.
- Provide tool training and manage access for both internal users and external clients.
Communication and Documentation
- Communicate system outages, maintenance updates, and release notes to partners via email and internal tools.
- Maintain and update support guides, online help, knowledgebase articles, and training materials.
Reporting and Continuous Improvement
- Provide regular status updates, metrics, and reporting deliverables. Identify and recommend system and process improvements to enhance usability, efficiency, and functionality.
- Collaborate with the ePrescribing Network Product Manager on requirements and priorities, and support testing of bug fixes and enhancements as needed.
What you will bring
- Associate’s degree or equivalent work experience.
- At least 2 years of experience providing customer-facing support for healthcare technology software.
- Hands-on experience working with SQL databases.
- Proficiency in Microsoft Office Suite and experience using Salesforce or a similar CRM platform for case management.
- Experience in application technical support, including managing client requests in high-volume, service-level-driven environments.
- Familiarity with NCPDP ePrescribing and SCRIPT standards.
- Strong analytical and problem-solving skills, including root cause analysis and confident decision-making.
- Proficiency in defining use cases, performing manual software testing, and participating in cross-functional testing with product and engineering teams.
- Excellent verbal and written communication skills, with the ability to communicate effectively across all organizational levels.
- Ability to create and maintain customer-facing documentation, such as knowledge base articles and training materials.
- Highly organized, self-motivated, and capable of managing time effectively in a remote work environment.
- Innovative thinker with strong multitasking and prioritization abilities.
Ideally you will also have
- Familiarity with XML data formatting and validation.
- Experience working with APIs, including understanding their technical components.
- Exposure to programming languages such as C++, Python, HTML, or CSS.
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 $70,000 to $90,000. When preparing an offer, we consider the candidates resume, 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.
