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Alto // digital pharmacy
San Francisco, CA, United States    Posted: Thursday, February 13, 2020
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Provider Success focuses on efficiency & quality to provide an optimal experience for our providers. As a Specialist, you will provide the building blocks for partnerships to strategically support their clients as well as manage other relationships crucial to the Care team. The ability to work with internal stakeholders & execute on the needs of providers, train the team on clinic nuances, & align cross-functionally is essential to your success in the role.

The ability to solve problems & analyze data, trends, & make sense of feedback are key to continuous provider satisfaction. Proficient verbal & written communication skills are a requirement as this role is responsible for communicating complex pharmacy solutions to a variety of internal & external stakeholders.

Key Metrics

Measurements of success are defined through driving improvement in efficiency & quality at the clinic level. Key metrics to focus on include:

  • Provider KPIs - missed call rate, message response time, ratio of calls vs. messages
  • Revenue Growth of corresponding clinics
  • % share of Rx volume by clinic
  • % adoption of AltoMD
  • Provider NPS
  • Patient NPS
  • Rate of HSTT/shipment
  • UPH of respective ops team

Roles & Responsibilities

Care team: Act as the central voice regarding clinic feedback, updates or new clinic launches. Responsibilities include:

  • Implementation
  • Clinic launches
  • Clinic deals
  • New, growing, at risk clinics
  • Out of stock
  • Devise & implement operational workflows based on SOPs of the operations team

Partnerships: Support partnerships by offering an exemplary provider experience, preventing churn within existing accounts & helping to drive growth. Areas to focus on:

  • Implement new provider products & features at clinics

  • Approve invoices for clinic deals

  • Act as a bridge between partnerships & clinics (intercepts calls, emails, complaints)
  • Drive use of provider dashboard to minimize phone calls & increase response time
  • Manage communication with clinics regarding important updates:
  • Price changes
  • Medications unavailable
  • Holiday closures

  • Participate in marketing campaigns such as sales collateral & sales pitches
  • Being aware & proactive with clinic incidents & keeping partnerships in the loop

Pharmacy Team: Work closely with the pharmacy team to ensure processes & external documents are compliant. Educate partnerships on how to message pharmacy regulations to clinics. Below are examples of such processes:

  • Customized prescription pads
  • Therapeutic interchange forms
  • Deliver to Clinic medications
  • Clarifications

Fulfillment Operations: Act as a liaison between fulfillment & partnerships to ensure our operations run smoothly & expectations of our delivery service are clear to clinics. Situations in which a Provider Success would assist:

  • Urgent delivery requests
  • Outside courier zone deliveries
  • Pick ups from clinics

Vendors: Strengthen vendor relationships by evaluating & optimizing processes, soliciting & providing feedback, & triaging issues.

  • Onboard new compounding vendors to provider dashboard (e.g. Avella vs Kings vs Mariners)
  • Implement training to pod for new processes for compounding pharmacies
  • Provide feedback to vendors from pod & pharmacy team
  • Own processes for payment (Kings)
  • Collaborate with Pod Manager to triage issues with finance (Avella)
  • Develop & implement Standard Operating Procedures & workflows for Operations

Operational Excellence Team: Responsible for reporting & communicating all high tea times to the appropriate stakeholders (Partnerships, VP of Sales, Pod Manager, & GM). Must follow the high tea time flow & be involved in root cause discussions of a high tea time.

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