Provider Success Manager (PSM)

Rx Harmony Location:

On-site — Peachtree Corners, GA Reports to:

Ronson Wiley Department:

Operations About Rx Harmony Rx Harmony, a division of The JOI Group, partners with healthcare providers to streamline practice operations and optimize patient outcomes through advanced programs such as Predictile, hands-on onboarding, and dependable ongoing support. We are committed to delivering a "white glove" provider experience by removing operational barriers and enabling rapid, high-value program adoption. Role Overview The Provider Success Manager (PSM) is a pivotal, hands-on role responsible for delivering a seamless, high-touch provider experience across the full lifecycle — from onboarding and active engagement through long-term satisfaction and retention. Acting as the day-to-day advocate for assigned providers, the PSM proactively supports each stage of the provider journey, reduces the sales team's administrative workload, and ensures providers realize the full value of Rx Harmony's programs. The PSM also contributes to internal process improvement and strategic, cross-functional initiatives alongside the sales, clinical, and marketing teams. Key Responsibilities Provider Relationship Management Serve as the main point of contact for assigned providers, delivering "white glove" support by addressing questions, technical issues, and operational roadblocks promptly. Measure provider satisfaction through formal surveys and informal check-ins, and continually look for ways to improve the provider experience. Log all significant provider interactions, issues, and outcomes in HubSpot CRM and/or other assigned platforms. Cross-Functional Collaboration & Program Support Partner with sales to reduce their day-to-day administrative burden, supporting activities such as sales conference preparation, webinars, onboarding and welcome materials, and provider surveys. Collaborate with marketing to identify and recommend opportunities that enhance provider engagement through improved communications and events. Coordinate with clinical and other internal teams to resolve provider needs quickly and effectively. Core PSM Activities The PSM is responsible for completing the following activities: Change Price PSM Follow-Up Medication Change Review RX Note Clarification Received Transition Follow-Up Reporting & Performance Tracking Monitor and report on key performance indicators (KPIs) related to provider engagement, satisfaction, and program adoption. Continuous Improvement Identify gaps or friction points in the provider journey and take ownership of strategic deliverables that elevate both the provider experience and overall company performance. Recommend and help implement workflow enhancements within ClickUp, HubSpot CRM, and other tools to streamline provider support operations. Qualifications 2-3+ years in a customer/provider-facing success, practice management, or account/project management role; internal candidates with Patient Success Coordinator (PSC) experience strongly preferred. Demonstrated project management, organizational, and process optimization skills. High proficiency engaging with a diverse provider community, both virtually and in person. Working knowledge of HubSpot CRM, ClickUp, and Microsoft 365 (Word, Excel, Teams, Outlook, PowerPoint), with the ability to learn new digital tools quickly. Experience developing training resources, playbooks, or standard operating procedures is a plus. Strong written and verbal communication skills, with a professional presence in all interactions. A proactive approach to identifying and implementing operational improvements. High ethical standards and respect for privacy and compliance requirements (e.g., HIPAA). Why Rx Harmony Mission-driven company solving real healthcare challenges Competitive base salary, performance-based bonus, and equity Comprehensive health benefits, 401(k), and generous PTO The opportunity to help shape the future of healthcare technology at scale Rx Harmony is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

Success Persona:

Who Thrives in This Role The ideal candidate is a compassionate problem-solver who connects quickly with people, listens with empathy, and offers timely, thoughtful solutions. You thrive on building meaningful connections — even over the phone or through chat — and bring patience, emotional intelligence, and a calm, solution-oriented approach, even under pressure. You're energized by making someone's day easier or brighter, and you find fulfillment in going the extra mile. Positivity, resilience, and a natural curiosity to learn and improve are the qualities that will help you succeed and grow in this role. You will likely have the following traits:

Client-Centered Mindset:

You prioritize the needs, comfort, and understanding of clients in every interaction, ensuring they feel supported and valued.

Relationship Builder:

You create trust quickly, foster rapport with patients and healthcare professionals, and maintain positive, lasting connections.

Empathetic Communicator:

You listen actively, speak with clarity and compassion, and adjust your communication style to meet the needs of everyone you work with.

Solution-Oriented Problem Solver:

You approach challenges with a calm, methodical mindset, finding effective resolutions while maintaining a positive experience for the client.

Organized & Detail-Oriented:

You manage multiple cases, tasks, and communications without letting anything slip through the cracks.

Resilient & Adaptable:

You stay steady under pressure, adjust to changes in client needs or healthcare processes, and maintain a positive outlook in challenging situations.

Continuous Learner:

You seek opportunities to grow your knowledge of healthcare processes, systems, and best practices to enhance client outcomes.

Pay:

$21.00 - $23.00 per hour

Benefits:

401(k) Dental insurance Employee assistance program Health insurance Paid time off Paid training Vision insurance

Work Location:

In person