ePrescribing Network Support Services Specialist

Who is Prescryptive?

Prescryptive is the healthcare technology company enabling the direct access marketplace for prescription drugs. Our platform aligns incentives so affordability, choice, and patient access become the natural outcome of a functioning system. Learn more about us by following us on LinkedIn or visiting Prescryptive.com. 

About this role

We are looking for an ePrescribing Network Support Services Specialist to join a small, high-accountability team responsible for keeping Prescryptive’s ePrescribing network running reliably. This role ensures prescriptions move accurately, issues are resolved quickly, and customers are set up to succeed from day one.

You will monitor network performance, manage alerts, resolve technical issues, and support customer onboarding, applying working knowledge of APIs, internet-based applications, and backend systems (e.g., SQL). You will partner closely with software vendors and internal teams to keep the network running smoothly and continuously improve how we operate.

Support Network Operations & Reliability

• Monitor network health, message traffic, connections, and job queues using internal tools
• Support onboarding of pharmacies and prescribing platform partners
• Help ensure reliable delivery of digital prescriptions from EHRs to pharmacies
• Escalate issues to Engineering quickly and clearly

Ensure Quality & Resolve Issues

• Validate incoming prescriptions, including PHI accuracy
• Identify and resolve issues before they impact customers
• Investigate root causes and partner across teams to meet SLAs
• Step in on reported issues and drive to resolution

Manage Alerts & Improve Automation

• Monitor and respond to system alerts in real time
• Build and refine automated alerting to improve speed and reduce manual work

Support Customers & Manage Cases

• Provide Tier 1 technical support; escalate when needed
• Manage cases end-to-end in CRM tools (e.g., Salesforce) with clear follow-through

Support Customer Onboarding & Engagement

• Serve as a technical lead for customer integrations
• Guide setup, connectivity, and early operations
• Participate in onboarding and issue-resolution conversations with customers
• Train users and manage access to tools

Communicate Clearly & Keep Documentation Tight

• Communicate outages, maintenance, and releases with clarity and urgency
• Keep support guides, knowledge base content, and training materials current and useful

Drive Reporting & Continuous Improvement

• Deliver clear, consistent reporting and operational metrics
• Identify what’s not working and help improve it
• Partner with Product on priorities; support testing and rollout of fixes and enhancements

Required skills, abilities and education

• Associate’s degree.
• At least 2 years of experience providing customer-facing support for healthcare technology software.
• Familiarity with NCPDP ePrescribing and SCRIPT standards.
• 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.
• 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.

Preferred skills, abilities and education

• 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 premiums
• Company contribution to Health Savings Account
• Stock options

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.