Onboarding Pharmacist ~ Provider (Customer) Success

at Alto Pharmacy (View all jobs)

San Francisco

Alto is a modern pharmacy changing the way people manage and fill their prescriptions with a tech-driven, patient-centric, online pharmacy. Alto provides same-day, free delivery, seven days a week for prescriptions. More importantly, Alto offers cost transparency, personalized mobile support, and real-time coordination with doctors and insurance companies. Our mission is to fulfill medicine’s true purpose - to improve the quality of life for everyone who needs it.

We recently raised our Series C, surpassed 200 employees across four locations, and are on track to achieve $300M ARR by the end of 2019. Start-up tracker, CB Insights, recently listed Alto as one of the top 50 private companies around the world on a path to a $1 billion valuation. Alto is also featured in The New York Times (2/19) article “These 50 Start-Ups Maybe the Next “Unicorns’.“

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 OnBoarding Pharmacist will be responsible for the end-to-end management of script fulfillment with a focus on initial, proactive support of new clinics to ensure a successful start to their Alto relationship. The OnBoarding Pharmacist role is responsible for identifying and resolving pain points for all new clinic customers. You will be the pharmacist contact at Alto responsible for creating a delightful first impression with new clinics once Partner Managers (Sales) has converted a clinic to a pilot with Alto. As a strategic contributor to the Alto Growth team, you will have the opportunity to dramatically accelerate adoption of Alto by partnering on day-to-day needs with clinics to help them succeed, applying sound operational practices, inventing and simplifying onboarding practices cross-functionally, and communicating and providing input to the Growth team and cross-functionally on training on best practices for efficiency. 

Role & Responsibilities 

• Focus on working with key clinic stakeholders, Partnerships Managers and Onboarding Specialist to 
• 1) ensure smooth initial experience and 
• 2) identify/implement ways to create a frictionless relationship between Alto/clinic. 
• The Onboarding Pharmacist will take the lead on clinical provider-facing solutions that benefit both the provider, patient and Alto. The Onboarding Pharmacist will work hand-in-hand with the Onboarding Specialist who will be focused on operational solutions. Together the Onboarding roles will deliver a differentiated experience that will serve to deepen engagement and loyalty. 
• Work closely with Partner Managers and Onboarding Specialist to be the Pharmacist Point of Contact for new clinics as they first onboard with Alto. (Coverage may extend to pre-onboarding (awareness, education, selection) or post-onboarding (adoption, loyalty) as needed but the focus on the role is on providing a successful onboarding experience.
• Act as the pharmacist support of a running portfolio of clinic accounts moving through the onboarding and implementation process, issues and resolution.
• Act as the pharmacist-voice in delivering value to providers, Provider Success team process and evolution
• Ability to manage end-to-end value chain for provider experience delivery, particularly during onboarding.
• Focus on new and high growth clinics (assigned to managed relationships by Sales)
• High-touch provider-facing role focused on unblocking the Rx funnel where blocked
• Secondary focus: help identify and craft value-add clinical services bundles that help differentiate Alto in new therapeutic areas identified as expansion focus
• Facilitate the resolution of any internal workflow needs to ensure that new clinics experience a friction-less, delightful Alto experience.
• Document and track clinic issues, feedback, and requests - with a view to continuously developing and delivering a differentiated pharmacy experience to our clinic users.
• Work cross-functionally to provide Voice of the Customer feedback to Product & Engineering
• Work cross-functionally to design relevant solutions for roadblocks with clinic adoption
• Ensure all processes and documentation with clients or patients are compliant
• Escalate all high severity incidents with clinics or providers to the appropriate channels
• Key success metrics: Fill rate and Time to Fill

Requirements:

- A passion for Alto’s mission and values 

- 5+ years of RPH experience, preferably in provider-facing roles

- Substantive RPH experience at Alto or in a rapidly growing start-up

- Proficient verbal and written communication skills are a must as this role is responsible for communicating complex pharmacy solutions to a variety of internal and external stakeholders. The ability to get up to speed rapidly on Alto internal processes and all clinic-facing workflows is essential. Desire and willingness to resolve multiple disparate requests on a tight timeline will be key to success in this role.

- Experience engaging and retaining strategic customers or vendors

- Passion for helping and empowering others

- Strong attention to detail

- Ability and desire to work on disparate and multiple issues on a rapid resolution timeline 

- Motivation to solve unique problems creatively and efficiently

- Self-directed and problem solver with demonstrated experience developing and improving processes

- Ability to flourish in a high growth tech environment where change is constant

- Proven ability to thrive working in a highly collaborative team environment

- Strong communicator with the ability to partner and influence across levels and functions

- Proficient in Google Suite applications such as Sheets and Presentation, Salesforce a plus

- Strong ability to self-reflect, learn, and be honest about development areas

- A sense of humor, flexibility and ability to not sweat the small stuff

- RPH qualification required.