[Hiring] ePrescribing Network Support Services Specialist @Prescryptive Health, Inc.

Role Description

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.

• Monitor network performance, manage alerts, resolve technical issues, and support customer onboarding.
• Apply working knowledge of APIs, internet-based applications, and backend systems (e.g., SQL).
• Partner closely with software vendors and internal teams to keep the network running smoothly and continuously improve operations.

• 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.

Qualifications

• 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.

Benefits

• 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.
• The projected annual salary for this position is $70,000 to $90,000.