Provider Success Lead, Fertility at Alto Pharmacy

| San Francisco
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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 800 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 with our technology and exceptional team of pharmacists and patient care specialists, who deliver the highest quality of customer service and convenience -- 9 out of 10 patients report they would recommend Alto Fertility to a friend or colleague! Since we have established a strong leadership presence on the West Coast, we are currently 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:

  • Project-managing the roadmap for enhancing our provider-facing processes, taking into account their impact on clinic adoption and operational complexity to implement
  • Devising, testing, and implementing new clinic engagement strategies, with the goal of accelerating AltoMD uptake and share growth over time
  • Driving high-impact Provider Success initiatives, such as competitive pricing opportunities, reporting across markets and geographies, and new programs and services for clinics
Accelerate your Career as You:
  • 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 planning and reporting to increase team visibility on 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
A Bit About You:
  • 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
  • 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

Alto Pharmacy is an Equal Opportunity Employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, genetic information, age, disability, veteran status, or any other legally protected basis.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. We are an E-Verify company.

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Technology we use

  • Engineering
    • GolangLanguages
    • JavaLanguages
    • PythonLanguages
    • RubyLanguages
    • SqlLanguages
    • ReactLibraries
    • Ruby on RailsFrameworks
    • PostgreSQLDatabases
    • SnowflakeDatabases

Location

Easy access to Hwy 80, nearby parking, and secure bike storage. Within blocks or many coffee shops, restaurants, and even a Whole Foods.

An Insider's view of Alto Pharmacy

What projects are you most excited about?

I am excited about empowering our data scientists to perform both ad-hoc and repeatable analysis using our Snowflake data warehouse (loaded via dbt + Airflow). Our business users are leveraging the same reliable data sources to gain insights via Looker. Most rewarding: we are actively using data in our mission to fulfill medicine’s true purpose.

Doug

Software Engineer, Data Engineering

How does the company support your career growth?

Alto enables me to work on projects I find interesting and technically engaging. I’ve been able to work on a variety of projects ranging from integrating our pharmacy management software with external EHR systems to setting up a modern data infrastructure from scratch.

Le Qi

Software Engineer, Data Engineering

What is your vision for the company?

It’s really easy to assume that Alto Pharmacy just delivers medications, but it goes beyond this when you have patients who are bed bound or who don’t know how to navigate the medical field by themselves. We support you in navigating this tricky realm, we ensure that adherence is more feasible, and the healthcare experience is transparent.

Gloria

Patient Care Lead

What are Alto Pharmacy Perks + Benefits

Culture
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
We provide up to 12 weeks of parental leave for the primary caretaker. Acme Co. also provides 6 weeks of leave for the secondary caretaker.
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Free Daily Meals
Professional Development Benefits
Diversity Program
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