ePrescribing Network Support Services Specialist

Prescryptive Health, Inc.•Washington, DC

6d•$70,000 - $90,000

About The Position

Prescryptive is the healthcare technology company enabling the direct access marketplace for prescription drugs. Our platform aligns incentives so affordability, choice, and patient access become the natural outcome of a functioning system. Learn more about us by following us on LinkedIn or visiting Prescryptive.com. About this role 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. You will monitor network performance, manage alerts, resolve technical issues, and support customer onboarding, applying working knowledge of APIs, internet-based applications, and backend systems (e.g., SQL). You will partner closely with software vendors and internal teams to keep the network running smoothly and continuously improve how we operate.

Requirements

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.

Nice To Haves

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.

Responsibilities

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