Prescription Experience Specialist

Generator Health

3d•Remote

About The Position

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: you'll personally own a portfolio of newly onboarded provider practices and shepherd their very first prescriptions through prior authorization and you'll serve as the escalation-tier point of accountability when any case has moved beyond first-tier support and needs someone to see it through to resolution. A new practice's experience with us matters enormously, it's when they decide whether to trust us with their full patient volume. 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, and being the single point of accountability for how their scripts move through our system. When a case, whether from a newly onboarded practice or escalated from first-tier support, has stalled or fallen through the cracks, you investigate its full history, loop in the right internal teams, and drive it to a clean resolution. This is a role that requires quickly learning complex, real-world operational processes: how prior authorizations actually move through insurance plans, pharmacies, and internal systems then applying that knowledge under time pressure, case by case.

Requirements

Experience in a role that required analytical problem-solving, operational rigor, and real ownership of outcomes, not just completion of assigned tasks
Client-facing experience and are as comfortable on the phone as you are on text or email, and would rather pick up the phone to resolve something than wait for it to resolve itself
Know how to de-escalate a tense conversation and leave someone feeling genuinely taken care of, not just “handled”
Bring some degree of medical or healthcare background (medical assistant, pre-med, healthcare support experience, or similar) — this provides a real head start on the prescription and insurance lifecycle
Can hold a growing, varied caseload in your head at once and prioritize your own queue without being told what to do next
Able to master new, complex software tools quickly and are comfortable working with data
Know how to work through ambiguous problems and drive them to resolution, and can adapt quickly to new workflows and understand how a change upstream affects the patient or provider downstream

Responsibilities

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 to get prescriptions processed quickly and correctly
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, working directly with plans, pharmacies, and providers as needed
Communicate with providers and patients across phone, email, and text, bringing expert-level knowledge of our systems so every interaction reflects a 5-star experience
De-escalate high-stress situations — providers and patients should leave feeling heard, understood, and confident their issue is in capable hands
Maintain a high level of accuracy in every case; given the stakes involved, 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 while continuously adapting and optimizing processes
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