Provider Success Specialist - Fertility

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 at our partner clinics. The Provider Success Specialist will focus on facilitating the continued growth of their Alto relationship. As a strategic contributor to the Alto Growth team, you will dramatically accelerate adoption of Alto by: 

• Becoming the subject matter expert about clinics within your market; and acting as their partner for day-to-day needs and problem-solving
• Developing a point-of-view on how we can deepen Alto’s relationship with your clinics by improving existing processes, encouraging use of our clinic-facing platform Alto Connect,  and identifying opportunities to implement strategic initiatives 
• Serving as the operational Voice of the Customer within Alto, coordinating with the Growth Team and other functions as necessary

Accelerate Your Career as You

• Teach, train, and empower new clinic users from your market on the Alto Connect platform and Alto processes
• Confidently communicate how Alto addresses common pain points encountered by clinic back-office procedures
• Resolve internal workflow needs to ensure that clinics consider Alto their preferred pharmacy partner
• Partner closely with other members of the Growth Team, including Partnership Managers (Sales) 
• Document and track clinic issues, feedback, and requests - escalating as needed
• Work cross-functionally to design relevant solutions for roadblocks with clinic adoption
• Develop and implement initiatives to increase Alto engagement and retention
• Provide Voice of the Customer feedback to Product & Engineering

A Bit About You

Minimum Qualifications: 

• 5 years of frontline customer support/success experience in a startup, healthcare or other complex environment
• 3 years of healthcare experience in one (or more) of the following settings: 
• Pharmacy
• Clinical
• Hub Service
• Benefits Provider
• 3 years of experience engaging and retaining strategic customers or vendors
• BA/BS or equivalent years of work experience

Preferred Qualifications

• Pharmacy Operations experience
• Fertility experience
• A passion for Alto’s mission and values 
• Strong attention to detail
• Strong communicator with the ability to partner and influence 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
• It’s a plus if you have:  A Pharmacy Technician or Pharmacist/PharmD background

Additional Physical Job Requirements

• Reading English, comprehending, and following simple oral and written instructions. 
• The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading.  Assessing the accuracy, neatness and thoroughness of the work assigned.
• Communicating with others to exchange information.
• Expressing or exchanging ideas by means of the spoken word; those activities where detailed or important spoken instructions must be conveyed to other workers accurately, loudly, or quickly. 
• Perceiving the nature of sounds at normal speaking levels with or without correction, and having the ability to receive detailed information through oral communication, and making fine discriminations in sound. 
• Frequent repeating motions required to operate a computer or phone that may include the wrists, hands and/or fingers.
• Environmental Conditions: occasional exposure to low temperatures or high temperatures, outdoor elements such as precipitation and wind, and noisy environments.
• Physical Activities: 
• Occasionally ascending or descending stairs, ramps and the like.
• Moving about to accomplish tasks and/or moving from one worksite to another. 
• Adjusting or moving objects up to 20 pounds in all directions. 
• Operating motor vehicles.
• Occasional sedentary work that primarily involves sitting/standing/driving/flying

Salary and Benefits

Commission Eligible: Yes

Equity Eligible: Yes

Travel: Yes. Up to 15% of the time. Preferred location: Dallas, Texas.

Benefits: Full-time: Medical, Dental, Vision, 401(k), Group Life, AD&D, Employer paid STD/LTD, generous PTO and parental leave.