Who is Prescryptive?

Prescryptive Health is a healthcare technology company rewriting the script for the U.S. pharmaceutical market. We are building a more equitable and transparent ecosystem that connects patients, prescribers, pharmacies, payers, and pharma manufacturers, empowering consumers to take ownership of their prescriptions. Our solutions optimize health outcomes while enabling better patient engagement through user-friendly technology.

About this role

We are looking for a Customer Care Representative to join us in our mission to redefine “customer service” in the healthcare industry. Our Customer Care Representatives are our connection to our customers; they are expected to give voice to customer concerns, to be tenacious in the pursuit of solutions for customer problems, and to contribute strategic thinking to our operations as we scale. This is a role for people with a “builder” mentality who aren’t afraid of scrappy tools and processes and who enjoy bringing certainty to ambiguous situations. The Customer Care Representative reports directly to the Customer Care Operations Manager and can be based anywhere in the US but must be available to work Monday – Friday, 5am – 2pm PST.

What you will do

• Interact directly with customers (individuals and pharmacy employees) to understand their challenges and assist them in resolving, directing them to resources, or escalating to Prescryptive colleagues as needed. 
• Build and apply a deep understanding of customer pharmacy benefit plans, including the ability to interpret covered items and effectively communicate information to customers in simple, easy-to-understand language. 
• Provide prompt, efficient, detailed, customer-oriented service to Prescryptive’s customers.
• Document resolutions and processes in our systems.
• Work with Customer Care team to provide feedback to other teams within Prescryptive related to how customers are using our products and challenges they are experiencing, communicate trends to leadership, and suggest innovative solutions on behalf of the customer experience.
• Actively seek solutions to customer needs and process enhancement.
• Assist with customer communication during critical launches.
• Actively engage with and develop your knowledge on the company’s progress and upcoming products. 
• Contribute to the building of our internal processes and documentation.

What you will bring

Qualifications & Skills:

• Positive demeanor.
• Strong self-starter who thrives in a dynamic, fast-paced, small team environment.
• Ability to work in ambiguous and rapidly changing environment to build and create processes without clear guidelines.
• Comfortable with technology.
• Impeccable written and verbal communication skills.
• Ability to utilize exceptional problem-solving skills to simplify and overcome complex challenges.
• Ability to use good judgement to escalate customer concerns. 

Minimum Required Education and Experience:

• 2+ years of experience in a consumer-focused Customer Care (i.e. Customer Service or Call Center) role.
• Demonstrated proficiency in Microsoft Office applications.
• Established track record functioning in an ambiguous, fast-paced work environment.
• Access to a high-quality and secure internet connection and a quiet, private workspace free from interruptions.
• Availability to work 5am - 2pm PT / 8am - 5pm ET

Preferred Education and Experience:

• Understanding and experience with Salesforce CRM software. 
• Adept at navigating and utilizing complex user platforms, including adjudication systems and formulary management tools.
• A foundational knowledge of PBM processes or a pharmacy-related background.
• Previous work experience or training as a pharmacy technician

What we have to offer

• The opportunity to grow alongside an early-stage company shaking up a big, old-fashioned industry
• 15 Days Paid Time Off (PTO), plus 12 paid holidays
• 401k match plus 100% employer paid medical, dental, and vision
• Company contribution to Health Savings Account
• Stock options

Prescryptive is committed to fair pay practices. The projected hourly rate for this position is $19.00 to $23.00.   When preparing an offer, we consider the candidate's resume, experience, interview feedback, internal equity, and location.

Prescryptive is an Equal Opportunity Employer. Prescryptive does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.