[Hiring] Prescription Experience Specialist @Generator Health

Role Description

This is a remote full-time hourly M-F 9-6 position. We are currently able to employ team members who live in:

• Alabama
• Arizona
• Arkansas
• California
• Colorado
• Connecticut
• Delaware
• Florida
• Georgia
• Hawaii
• Idaho
• Illinois
• Indiana
• Kansas
• Louisiana
• Maryland
• Massachusetts
• Michigan
• Minnesota
• Mississippi
• Missouri
• Nevada
• New Hampshire
• New Jersey
• New York
• North Carolina
• Ohio
• Oklahoma
• Oregon
• Pennsylvania
• Rhode Island
• South Carolina
• Tennessee
• Texas
• Utah
• Virginia
• Washington
• Wisconsin

About the role: Generator Health exists to make sure administrative friction never stands in the way of a patient getting the medication they need. The Prescription Experience Specialist sits inside that mission on two fronts:

• Own a portfolio of newly onboarded provider practices and shepherd their very first prescriptions through prior authorization.
• Serve as the escalation-tier point of accountability when any case has moved beyond first-tier support and needs resolution.

Your job is to make that first month feel effortless:

• Catching errors before they become delays.
• Proactively solving problems the practice doesn't even know exist yet.
• Being the single point of accountability for how their scripts move through our system.

When a case has stalled or fallen through the cracks, you will:

• Investigate its full history.
• Loop in the right internal teams.
• Drive it to a clean resolution.

This role requires quickly learning complex, real-world operational processes and applying that knowledge under time pressure, case by case.

If you join, you will:

• Own the end-to-end prescription experience for a portfolio of newly onboarded practices and escalated cases, from first submission through final determination.
• Become an expert in navigating prior authorizations across insurance plans, pharmacies, and affordability programs.
• Operate in a case-management style: investigate the full history of a case, identify where something has stalled, loop in and escalate to the right internal teams, and follow through until it's resolved.
• Proactively catch and resolve issues before they become delays.
• Communicate with providers and patients across phone, email, and text, bringing expert-level knowledge of our systems.
• De-escalate high-stress situations.
• Maintain a high level of accuracy in every case; the expectation is 100% accuracy.
• Spot patterns across a practice's prescriptions and turn them into practical guidance for the practice or an escalation for internal teams.
• Master proprietary software tools to execute operational workflows efficiently.
• Build the judgment to know when to intervene, when to escalate, and when to let a case run its course.
• Collaborate cross-functionally, coordinating with other teams whenever a patient or provider issue requires it.

Qualifications

• Experience in a role that required analytical problem-solving, operational rigor, and real ownership of outcomes.
• Client-facing experience, comfortable on the phone, text, or email.
• Ability to de-escalate tense conversations.
• Some degree of medical or healthcare background (medical assistant, pre-med, healthcare support experience, or similar).
• Ability to hold a growing, varied caseload and prioritize your own queue.
• Quick mastery of new, complex software tools and comfort working with data.
• Ability to work through ambiguous problems and drive them to resolution.

Growth path

• Strong performers have a defined path to grow into Customer Success roles as the program scales.
• Compensation structure for this role may evolve, potentially including a performance-based component.
• Salary ranges are based on qualifications, experience level, and geography.

Equal Opportunity Employer

Generator Health is an equal opportunity employer and does not discriminate on the basis of race, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition, or any other basis protected by law.