Hello! Please review this job description in its entirety before you decide to apply. If you haven’t run a QBR, or facilitated a contract renewal, you’re sadly not the human we’re looking for.
100% Remote with occasional in person collaborations.
Cover letters are welcomed, appreciated, and reviewed by a human.
Reports to: Director, Specialty Pharmacies, dotted-line: Director VP, Institutional BD
About PrescriberPoint
The brainchild of David Ricks, CEO of Lilly, and incubated by Boston Consulting Group’s Digital Ventures, PrescriberPoint is a Series A healthtech whose mission is to help Health Care Professionals reduce the time, tension, and anxieties they and their patients encounter during the prescribing process. We are funded to date by Lilly, Pfizer, Adobe, and MasterCard.
About the role
Prior Authorizations are used every day by health systems, specialty pharmacies, and other related enterprises. They are a massive drain of everything and our AI-centric/EHR-integrated solution is receiving rave reviews. This is our first Account Management role dedicated to making sure our institutional accounts and pharmacy teams get value fast, realize the benefits, stay successful, grow their results, and have a direct line back to our product team. If there’s a renewal in the contract, that’ll be your north star. If no renewal, imagine there is one.
You'll own the post-sale customer journey for a book of HCP accounts across two primary segments:
- Institutional accounts — larger organizations onboarded through our institutional sales motion, including channel partners
- Specialty pharmacies — pharmacy teams working PA cases on behalf of prescribers
These are new customer types for us, so you won't just run existing playbooks — you'll help write them.
What You'll do
Onboarding & activation
- Own onboarding and asset creation for new accounts: kickoff, workflow setup, staff training, and first-case support with our PriorAuth Support Specialists
- Enable accounts to go from signup to first submitted PA quickly, and from first PA to weekly active usage
- Build repeatable onboarding playbooks per segment (institutional vs. pharmacy) as we scale
Retention & account health
- Monitor account health and usage signals; intervene early when engagement drops
- Run structured check-ins, operational reviews, and QBRs as appropriate
- Own win-back outreach for churned or stalled accounts, coordinating with Marketing on campaign follow-up
CSAT & customer experience
- Own CSAT measurement and follow-up: review survey responses, close the loop with detractors, and identify systemic issues behind the scores
- Serve as the escalation point for account-level issues, coordinating with PA Support Specialists, Product, and Engineering to resolution
Voice of the customer → Product
- Systematically collect, log, and categorize customer feedback so trends are visible over time
- Share structured, prioritized feedback with Product and Engineering — the goal is a tight loop where what customers say shapes what we build
- Recruit customers for research, beta programs, and case studies
AI-forward ways of working
- Use AI tools purposefully across your workflow — call summaries, pre-call prep, at-risk account flagging, drafting client communications — while applying judgment on when AI assistance is and isn't appropriate
- Embed AI into recurring Account Management workflows — onboarding, health checks, renewals — and build reusable prompts, templates, and playbooks the team can adopt
Sales Support
- Work with our sales enablement resources and your managers in the acquisition of new business
- Build relationships with the different functions of the organization that enable upselling, cross-selling, and that can withstand unanticipated crises
What success looks like
- New accounts reach their first submitted PA within days of onboarding, not weeks
- Your book of accounts sustains weekly active usage and retention improves quarter over quarter
- CSAT is measured consistently, and detractor themes turn into product or process changes
- Product ships improvements that trace directly back to feedback you surfaced
- Renewals happen predictably and smoothly
- (Again) building relationships with the appropriate functions that enable predictable and smooth renewals, can be leveraged for future business, and can withstand exogenous shocks
What we're looking for
- 5+ years in account management, or clinical operations — ideally in healthcare SaaS, health tech, or working directly with IDNS and/or Specialty Pharmacies
- Understanding provider workflows: how health systems, or pharmacies actually operate day to day. Direct experience with prior authorization, benefits verification, or revenue cycle is a strong plus
- Track record of creating and owning the processes behind benchmarkable onboarding, retention, or CSAT outcomes
- Excellent written and verbal communication — you can train a medical assistant, run a QBR with a director, and write crisp internal feedback summaries
- Comfort with data: you can read a usage dashboard, spot an at-risk account, and back up your recommendations with numbers
- Genuine depth with AI tools and enthusiasm for building AI into how you work
- Bias for action — this is a new role at a fast-moving company; ambiguity should energize you
Nice to have
- Experience with specialty medications, hub services, or patient access programs
- Experience standing up CS processes or playbooks from scratch
- Familiarity with HIPAA and handling sensitive information responsibly
Compensation:
Budget for this role runs from $120-140k depending on location and experience. There is a bonus based on company and functional performance.
So, why (on earth!) would you want to leave what you’re doing and join us?
- We have a really good shot at improving the millions of lives and careers of HCPs, Patients, and their families (even pets!)
- We hire adults with a Trust-first/It's All Life philosophy
- We have some great benefits for a firm at our stage: 401(k) w/matching, all kinds of insurance (including matching HSA and pets!), commute from your kitchen, Open PTO (which leaders use!), remote stipend, yearly education budget, and working with some of the smartest yet humblest and respectful people in the business
- We’re (objectively) way better looking than our competitors :-)
Beliefs:
PrescriberPoint is an equal opportunity employer that is committed to inclusion and diversity. We take affirmative action to ensure equal opportunity for all applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, status as a qualified individual with a disability, veteran status, or other legally protected characteristics.
