Full-Time
Director Support Delivery
Posted on 8/18/2026
DrFirst
201-500 employees
Healthcare interoperability software for providers
Compensation Overview
$135k - $158k/yr
Remote in USA
Remote
Remote role with 10% travel to client sites, conferences, or internal team meetings.
Bachelor's
 Customer Experience & Support (1) |
|---|
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- Seven or more years of progressive experience in technical support, including significant depth in complex technical troubleshooting and escalation handling in a software-as-a-service or healthcare technology environment.
- Demonstrated diagnostic and triage capability using a structured, hypothesis-driven approach to isolating the cause of complex technical issues.
- A proven track record of developing technical talent and raising a team's capability through direct mentorship and defined competency standards.
- Experience designing or owning escalation frameworks, including building the structure through which escalations are handled.
- Direct experience partnering with Product or Engineering teams on escalation feedback loops and product-informed resolution.
- Comfort operating in a technical, hands-on capacity and willingness to complete a hands-on product and onboarding ramp before leading the team.
- A bachelor's degree is required.
- Own the technical triage and escalation discipline for the support organization, including how complex cases are diagnosed, reasoned through, and routed to resolution.
- Build and maintain the escalation framework, including triage criteria, handling standards, resolution ownership, and definitions distinguishing product escalations from support execution issues.
- Serve as the senior technical decision-maker on the most complex and highest-impact escalations across partner and enterprise accounts.
- Ensure escalation decisions are made at the right level and that difficult cases reach senior technical intervention when appropriate.
- Develop a bench of expert technical support specialists.
- Teach diagnostic and triage reasoning as a transferable skill rather than only resolving cases personally.
- Define and raise the technical competency standard across the specialist capability ladder.
- Directly lead and mentor the organization's most senior technical support specialists.
- Work embedded within the Product organization as the primary technical interface between support and engineering.
- Build a systematic feedback loop between support escalation trends and the product roadmap so support signals inform prioritization.
- Track escalation patterns by product, workflow, and customer segment to identify recurring failure points and advocate for product-level resolution.
- Experience in an artificial-intelligence-enabled support environment.
- An advanced degree in a technical, business, or related field.
DrFirst provides software that improves interoperability in healthcare, helping providers, pharmacies, EMS, and health information systems connect and collaborate. Its products enable EHR integration, telehealth, care team management, and secure data exchange to support medication management, patient engagement, and care coordination. The company differentiates itself by focusing on uniting the Healthiverse—creating a seamless ecosystem where information and people connect—to reduce prescription abandonment, improve medication history reconciliation, and strengthen patient safety. The goal is to close gaps between information and people to deliver better patient outcomes and safer, more coordinated care.
Company Size
201-500
Company Stage
Growth Equity (Venture Capital)
Total Funding
$117.6M
Headquarters
Rockville, Maryland
Founded
2000
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Simplify's Take
What believers are saying
- June 2026 Elation and December 2025 Tebra integrations expand RxInform distribution quickly.
- March 2026 RxInform redesign drove 30% more interactions and 98% satisfaction.
- August 2026 Frost & Sullivan recognition and January 2026 Mondelli hire signal commercial momentum.
What critics are saying
- DrFirst’s headcount fell from 605 in 2023 to 510 in March 2026.
- PBMs and EHR giants can bundle medication workflows, compressing DrFirst margins by 2027.
- A major HIPAA or e-prescribing security failure would trigger hospital churn and destroy trust.
What makes DrFirst unique
- DrFirst sits inside prescribing workflows across 270 EHRs and 2,000 hospitals.
- Gadget and RxInform reduce fax churn with real-time medication orchestration.
- Humana and DrFirst won KLAS 2026 for eliminating 70,000 faxes.
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Benefits
Health Insurance
Dental Insurance
Vision Insurance
401(k) Company Match
Health Savings Account/Flexible Spending Account
Disability Insurance
Life Insurance
Paid Vacation
Paid Holidays
Employee Assistance Program
Professional Development Budget
Remote Work Options
Performance Bonus
Parental Leave
Wellness Program
Growth & Insights and Company News
6 month growth
↑ 0%1 year growth
↓ -1%2 year growth
↑ 0%DrFirst receives Frost & Sullivan's 2026 North America Enabling Technology Leadership Recognition for advancing ai-enhanced medication orchestration. DrFirst is honored for redefining medication management with its scalable platform that embeds intelligence directly in prescribing, making it more efficient for providers, pharmacies, and patients. SAN ANTONIO, Aug. 19, 2026 /PRNewswire/ - As healthcare organizations continue to navigate fragmented medication workflows, rising administrative complexity, and growing demands for faster patient access, DrFirst is transforming how prescriptions move from creation to fulfillment. The company is honored for its AI-enhanced medication orchestration platform with Frost & Sullivan's 2026 North America Enabling Technology Leadership Recognition in Intelligent Medication Management, citing a new model of prescribing architecture that unites clinical insight, operational efficiency, and patient-centered care. Frost & Sullivan evaluates companies through a rigorous benchmarking process across two core dimensions: strategy effectiveness and strategy execution. DrFirst excelled in both, demonstrating its ability to align strategic initiatives with evolving healthcare demands while executing innovations that deliver measurable improvements across clinical workflows. "DrFirst has advanced beyond its traditional role as a workflow enabler to emerge as a leader in AI-enhanced medication orchestration, fundamentally redefining how prescription orders are created and executed across the care continuum," said Sagar Mukhekar, Industry Analyst, Frost & Sullivan. Guided by a long-term growth strategy focused on digital innovation, clinical intelligence, and stakeholder collaboration, DrFirst has evolved from a prescription workflow enabler into a comprehensive medication orchestration platform. By bringing real-time clinical, operational, and business context directly within prescribing workflows, the company helps providers make better-informed decisions while reducing administrative burden, speeding therapy initiation, and improving patient access to medications. A defining example is the concept of the "fully optimized prescription," which arrives at the pharmacy ready to fill, with potential roadblocks resolved. Innovation remains central to DrFirst's approach. The company's platform delivers actionable decision support throughout the prescribing process, helping providers resolve barriers before a prescription reaches the pharmacy. By addressing challenges such as prior authorization, coverage requirements, and pharmacy-specific considerations, fewer surprises happen downstream and patients start therapy sooner. "Our investment in AI and agentic automation means we can surface the options available for each specific patient, resolve coverage and pharmacy roadblocks before the prescription is sent, and give the care team a path forward rather than another alert," said Laizer Kornwasser, CEO of DrFirst. "This recognition from Frost & Sullivan affirms that intelligence belongs in the workflow, not alongside it." DrFirst's commitment to customer experience further positions it as a leader in medication management. By connecting providers, pharmacies, pharmacy benefit managers (PBMs), and patients through a unified platform, the company simplifies complex workflows and improves coordination across the healthcare continuum. Its prescription engagement solution also helps strengthen provider-patient relationships, delivering personalized medication information that improves adherence and health outcomes. Frost & Sullivan commends DrFirst for setting a high standard in competitive strategy, execution, and market responsiveness. Its sustained investment in AI, extensive industry experience, and deep stakeholder relationships are shaping the future of medication management. Through its scalable platform, DrFirst is helping healthcare organizations reduce friction, improve provider productivity, and deliver more effective patient care. Each year, Frost & Sullivan presents the Enabling Technology Leadership Recognition to a company that demonstrates outstanding strategy development and implementation, resulting in measurable improvements in market share, customer satisfaction, and competitive positioning. The recognition highlights forward-thinking organizations that are reshaping their industries through innovation and growth excellence. Frost & Sullivan Best Practices Recognition Frost & Sullivan's Best Practices Recognitions honor companies across regional and global markets that exhibit exceptional achievement and consistent excellence in areas such as leadership, technological innovation, customer experience, and strategic product development. Each recognition is the result of a rigorous analytical process in which Frost & Sullivan industry experts benchmark performance through comprehensive interviews, deep-dive analysis, and extensive secondary research. The goal is to identify true best-in-class organizations that are driving transformative growth and setting new industry standards. Contact Smart Business News: Start the discussion. About DrFirst For 25 years, healthcare IT pioneer DrFirst has empowered providers and patients to achieve better health through intelligent medication management. The company has won over 25 awards for excellence and innovation, including TIME's list of the World's Top HealthTech Companies of 2025, recognizing the company's medication management solutions and integrated workflows that make every step of the patient journey easier, from first prescription to ongoing adherence. DrFirst solutions help over 100 million patients a year and are used by more than 670,000 providers, 71,000 pharmacies, 270 EHRs, and over 2,000 hospitals in the U.S. To learn more, visit DrFirst.com.
DrFirst and Elation Health partner to help patients start and stay on prescribed medications. June 30, 2026 SAN FRANCISCO and ARLINGTON, Va., (June 30, 2026) - Elation Health, the clinical-first AI platform for modern primary care success, today announced a partnership with health technology leader DrFirst to help more patients fill and stay on the medications their physicians prescribe. Physician practices using the Elation Health EHR now have access to RxInform from DrFirst, a prescription engagement solution that supports patients as soon as a prescription is written, without adding steps for physicians. Studies show up to 30% of patients never fill their first prescription, and nearly 50% of patients with chronic conditions don't take medications as prescribed, which can contribute to poor health outcomes. Patients may struggle with high copays, have concerns about side effects, or simply forget to pick up prescriptions. "We're glad to welcome DrFirst to the Elation partner ecosystem," shared Ashley Rogers, Chief Product Officer at Elation. "Medication adherence is one of the most persistent gaps in primary care outcomes, and solutions like RxInform help close that loop between what a physician prescribes and what a patient actually receives. Partners like DrFirst extend the reach of what primary care clinicians can do for their patients." Through this partnership, moments after prescriptions are sent to the pharmacy, patients receive a secure, HIPAA-compliant text message on behalf of their physician. The messages connect patients with personalized information about their prescriptions, including pharmacy details, available coupons or discount cards, educational resources, and the option to set a pickup reminder. Results from a recent study published in PLOS Digital Health showed that patients with heart failure who engaged with the platform's personalized medication information had 19% higher likelihood of filling their prescriptions and 6% lower likelihood of hospital readmission. "Too many patients never benefit from the care their physician intended because a prescription sits unfilled," said Laizer Kornwasser, CEO of DrFirst. "Now, the moment a prescription is written, patients get the support they need to fill it." The integration is available now to clinicians using the Elation Health EHR. For more information, visit drfirst.com or elationhealth.com. About DrFirst For 25 years, healthcare IT pioneer DrFirst has empowered providers and patients to achieve better health through intelligent medication management. The company has won over 25 awards for excellence and innovation, including TIME's list of the World's Top HealthTech Companies of 2025, recognizing the company's medication management solutions and integrated workflows that make every step of the patient journey easier, from first prescription to ongoing adherence. DrFirst solutions help 100 million patients a year and are used by more than 670,000 providers, 71,000 pharmacies, 270 EHRs, and over 2,000 hospitals in the U.S. To learn more, visit DrFirst.com. About Elation Health Elation Health is the clinical-first AI platform for modern primary care success. Trusted by over 50,000 clinical users and 24 million patients, Elation's EHR and billing solutions combine proven clinical workflows with responsible, predictive AI - purpose built for primary care. The company's clinical-first approach puts physicians at the center, delivering trusted, transparent innovation that saves time and sustains meaningful patient relationships. Elation Health is recognized as Best in KLAS for its commitment to excellence in primary care technology. Learn more at elationhealth.com and on LinkedIn. Media Contacts: DrFirst Contact: Erin Jundef, Bospar Communications, [email protected] Elation Health Contact: Media Relations, [email protected]
Humana and DrFirst have won a 2026 KLAS Points of Light Award for their NewRx Insights programme, which delivers medication recommendations directly within prescribing workflows, eliminating over 70,000 faxes. The collaboration enables real-time payer-provider communication at the point of prescribing, including prescription recommendations and care gap alerts. Initial deployment focused on statin therapy for diabetes patients, reaching approximately 160,000 clinicians across 270 electronic health record systems. The programme achieved a nearly 20% clinician response rate, compared to 7–9% through fax-based outreach. NewRx Insights operates within DrFirst's Gadget prescription orchestration platform and aligns with NCPDP SCRIPT standards. Clinicians can accept, modify or decline recommendations, with their reasoning flowing back to the payer in real time. The partnership builds on a decade of collaboration between the companies.
No more prescription ping-pong: optimizing medication management at HIMSS26. March 17, 2026 | 4 min read HIMSS26 wrapped up last week, with over 25,000 healthcare professionals converging in Las Vegas to explore the innovations shaping the future of care. DrFirst came with big news and real-world proof that its approach to optimizing medication management is making a meaningful difference for patients and providers. At the show, DrFirst, Inc. heard a common frustration across conversations with providers, pharmacists, and health system leaders: The prescribing process too often resembles a game of ping-pong. A script goes out, but it can't be filled due to incorrect or incomplete information. That begins a volley of phone calls and faxes to rework prescription details, causing delay and frustration for the care team, the pharmacy, and most importantly, the patient who's waiting to start therapy. Its message at HIMSS was simple: It doesn't have to be that way. DrFirst helps get prescriptions right the first time, with no rework. That includes actionable decision support at each step of the prescribing workflow, clean scripts that are ready to fill, less prior authorization friction, and faster time to therapy. The 750,000 providers, 2,000 hospitals and health systems, and 270 EHR partners in its network - collectively reaching 110 million patients last year - rely on DrFirst, Inc. to reduce rework, burden, and abandonment so patients start and stay on their medications for the best outcomes. Prescription Engagement Gets an Upgrade In Las Vegas, DrFirst, Inc. had the chance to demo the redesigned version of RxInform, its prescription engagement platform that sends a HIPAA-compliant text message to patients on behalf of their provider minutes after a script is sent to the pharmacy. The new experience replaces static content with a guided, dynamic interface that responds to each patient's individual choices. Engaging patients about their medications is important because non-adherence is one of healthcare's most persistent and costly challenges. Up to 25% of patients never start the therapy their provider prescribes, and about half don't take medications as directed. RxInform addresses this gap by texting patients on behalf of their provider with medication education, financial savings, specialty medication support, and personalized pickup reminders. The platform now earns an 88% engagement rate and is helping providers meet Centers for Medicare & Medicaid Services (CMS) quality metrics tied to medication adherence and hospital readmission rates. Because messages arrive from the prescriber, they extend the clinical relationship beyond the point of care, strengthening trust between patients and their providers. NextGen + DrFirst: Bringing Prescription Engagement Into the EHR Workflow DrFirst, Inc. also announced a new partnership with NextGen Healthcare. Physician practices using NextGen(R) Enterprise EHR will now have access to RxInform directly within their existing e-prescribing workflow, with no extra steps and no added friction. This partnership is designed to close the gap between the moment a prescription is written and when a patient receives it from the pharmacy. For practices focused on value-based care and quality outcomes, that gap has real clinical and financial consequences. Now they have a proven tool to address it, built right into their EHR. Real-World Proof: When Patients Get the Information They Need HIMSS featured more than 600 educational sessions, drawing clinicians, informaticists, and health system leaders eager to bring evidence-based insights back to their organizations. One session was delivered by Ben Long, M.D., Director of Hospital Medicine at Magnolia Regional Health Center. Dr. Long presented findings from a peer-reviewed study examining patients with a primary diagnosis of congestive heart failure who were prescribed medications during a hospital stay. The research compared prescription fill rates and readmission outcomes between patients who engaged with automated SMS messages sent via RxInform and those who did not. The findings were significant: Patients who interacted with the SMS nudges showed 19% higher odds of filling their prescriptions and 6% lower odds of being readmitted to the hospital compared to those who did not engage with the messages. The strongest impact was on readmitted patients: Those who engaged with text reminders showed a 52% increase in odds of filling prescriptions. The session drew on real implementation data and offered practical guidance for other health systems thinking about how to deploy text-based adherence programs effectively. It was a powerful reminder that DrFirst solutions are delivering measurable results. Fewer Bounce-Backs. Better Adherence. Positive Outcomes. When prescriptions bounce back and adherence is left to chance, everyone loses. DrFirst breaks that cycle so prescriptions arrive at the pharmacy ready to fill and providers have automated solutions for staying engaged with patients. Want to learn more about RxInform and what it could mean for your organization?
DrFirst names Valerie Mondelli as Chief Commercial Officer. Seasoned executive brings 25+ years of leadership to accelerate growth. ARLINGTON, Va., January 21, 2026 - Health technology pioneer DrFirst today announced the appointment of Valerie Mondelli, RPh, as Chief Commercial Officer. Mondelli has driven aggressive revenue growth, led strategic innovation, and built strong teams across healthcare and financial services. She will lead growth strategy and commercial operations, including sales, marketing, public relations, customer success and revenue operations. Mondelli brings extensive experience commercializing solutions for hospitals and health systems, pharmacies, specialty providers, health plans, pharmaceutical companies and e-business. She was recognized as one of the 2023 Top Women in Business Excellence by Drug Store News. "Valerie's record of excellence across the markets we serve makes her the ideal leader to accelerate our growth strategy," said Laizer Kornwasser, CEO of DrFirst. "She understands both the clinical workflow and the pharmaceutical side of medication management. Along with her proven ability to build winning teams and deliver extraordinary results, Valerie aligns perfectly with our mission and ambitious goals." Most recently, Mondelli served as Chief Commercial Officer at Iodine Software, which was acquired by Waystar in 2025. Before that, her strategic leadership as Chief Commercial Officer at RevSpring helped build the organization into a leading patient engagement platform and guided the company through a sale in 2024. Earlier in her career, Valerie spent 14 years at McKesson, where she helped bring eVoucher and ePA to market with CoverMyMeds. She has also held leadership roles at Verisys, FiServ, and Eli Lilly. "I'm thrilled to join DrFirst at such a pivotal time in the company's evolution," said Mondelli. "The company's comprehensive medication management platform creates a truly coordinated care experience, connecting providers, payers, pharmaceutical manufacturers and patients. By bridging the gap between clinical decision-making and medication therapy, it addresses some of the most pressing challenges in healthcare today. I'm inspired by the opportunity to drive transformative solutions that elevate the patient journey and deliver measurable improvements in outcomes." Mondelli holds an MBA in Marketing from Georgia State University and a Bachelor of Science in Pharmacy from West Virginia University School of Pharmacy. About DrFirst For 25 years, healthcare IT pioneer DrFirst has empowered providers and patients to achieve better health through intelligent medication management. The company has won over 25 awards for excellence and innovation, including TIME's list of the World's Top HealthTech Companies of 2025, recognizing the company's medication management solutions and integrated workflows that make every step of the patient journey easier, from first prescription to ongoing adherence. DrFirst solutions help 100 million patients a year and are used by more than 450,000 prescribers, 71,000 pharmacies, 270 EHRs, and over 2,000 hospitals in the U.S. To learn more, visit DrFirst.com. Media Contact: Erin Jundef Bospar Communications [email protected]