Phil, Inc.

AI Engineer

• Assist in the design, development, testing, and deployment of AI/ML models and applications
• Collaborate with Engineering, IT, and business stakeholders to translate business needs into technical solutions
• Build and optimize data pipelines and inference workflows
• Develop prototypes and AI-powered applications within cloud environments such as AWS
• Work with both structured and unstructured datasets, including text, APIs, and image-based data
• Experiment with large language models (LLMs), prompt engineering techniques, and AI APIs
• Document code, experiments, and technical findings for team collaboration and knowledge sharing
• Participate in code reviews, sprint planning, and technical discussions with the Engineering team
• Present project work and findings to technical and business stakeholders
• Support additional projects and initiatives as needed across the department

AI Engineering Intern

Pharmacist

• Conduct thorough research on order and ticket history to recommend the best resolution that aligns with department guidelines.
• Ensure all Service Level Agreements (SLAs) are met.
• Contact relevant stakeholders to resolve issues that require cross functional collaboration that may impact a successful patient experience.
• Build strong internal and external rapport, maintaining positive customer and partner relationships.
• Review and respond to internal escalation requests in a timely and accurate manner.
• Proactively initiate, troubleshoot, and resolve PAs and appeals via vendor portals; analyze determination trends to provide valuable insights for patient education.
• Serve as the expert liaison between prescribers, insurance payers, and partner pharmacies, translating technical hurdles into actionable solutions that ensure patient access to therapy.
• Partner closely with Customer Support to provide clear, jargon-free updates and documentation in our operating systems, ensuring the team has the patient-ready insights needed to support the patient’s journey.
• Efficiently navigate multiple software systems and vendor portals with a self-starter mindset, maintaining the flexibility to prioritize tasks based on clinical urgency.
• Investigates complex claim rejections and partners with payers and pharmacies to diagnose root causes and establish and execute a clear resolution pathway that is in accordance with regulatory requirements and manufacturer business rules.
• Act as the primary technical "fixer" for orders falling outside standard workflows, resolving obstacles such as insurance exceptions, pharmacy rejections, failed transfers, and state-specific shipping regulations.

Patient Support Pharmacy Solutions Coordinator

• Troubleshooting electronic, faxed, and verbal prescriptions via routing to appropriate channels into pharmacy systems
• Review and update patient insurance using payer portals and phone resources
• Determining appropriate situations for a prior authorization (PAs) need via payer-specific tools; troubleshoot denials and escalations
• Utilize reroute best practices for orders falling outside normal workflow, including orders with state changes, insurance exceptions, pharmacy rejections, or failed transfers
• Navigate operational platforms (e.g., BestRx, Ops Dash, Partner Dash, RelayHealth, etc.) and vendor systems effectively
• Follow reroute protocols for specific tags including: non-contracted pharmacies, state shipping changes, PP send-backs, transfer not received, and more
• Proactively document process notes with clear routing details, claim updates, and actions taken
• Communicate with partner pharmacies, provider offices, and insurance carriers to resolve issues or clarify documentation
• Collaborate with At-Risk, Partner Management, and PPM teams to escalate or flag orders based on system outages, stock issues, or policy refusals
• Maintain productivity in the Reroute queue even during extended call hold times (e.g., multitask during insurance calls)
• Ensure all patient, prescriber, and partner communications are clear, professional, and aligned with Phil’s standards of care

Pharmacy Technician – Prescription Routing, Claims Support

Manager

• Serve as the primary point of contact for high-priority sales and client escalations, ensuring timely, high-quality resolution in line with SLAs
• Partner closely with Client Success team to drive confidence and enable account growth through responsive, solution-oriented escalation management
• Coordinate cross-functional efforts across Operations, Pharmacy Support, and other internal teams to resolve complex prescription and access issues
• Identify root causes of recurring escalations and partner with internal teams to drive process improvements and reduce future volume of escalations
• Maintain clear and proactive communication with stakeholders, including internal teams, prescribers, and payer/pharmacy partners as needed
• Support the evolution of escalation workflows, documentation, and tooling to improve efficiency and scalability as the business grows
• Contribute to staffing and operational planning by identifying trends in escalation volume, particularly during key growth moments (e.g., new client launches, salesforce expansion)
• Leverage expertise in pharmacy processing to accurately diagnose claim rejections (e.g., plan benefit exclusions, prior authorization requirements, or network restrictions) and identify whether the resolution requires intervention from the insurance payer, provider office, or partner pharmacy

Client Escalations Manager/Specialist

Customer Support

• Handle all phone calls, emails, and SMS messages from patients answering questions about PhilRx
• Work collaboratively with the Psup leadership and PhilRx teams to resolve issues in a timely manner
• Be signed into Zendesk and consistently working in the ticket and phone queues assigned by your team lead
• Use Zendesk Guide knowledgebase to locate the answers to patient questions
• Query chat groups for support when unable to locate documentation
• Obtain 85% or better CSAT ratings after 90 days of work
• Achieve less than 1% error rate
• Complete 10 tickets/calls per hour
• Adhere to work schedule >94% of the time

Patient Support Specialist

• Interface directly with enterprise vendors and manage the lifecycle from launch to closeout, including quality initiatives, operational excellence, inventory management, and key KPIs.
• Provide updates via email, in-person, or Zoom on vendor milestones, on capacity, performance, AR, and deliverables.
• Investigate and resolve problems by identifying root causes and proposing process improvements through clear communication with internal teams.
• Capture and document requirements from external and internal stakeholders to support vendor growth.
• Collaborate with internal subject matter experts to address vendor questions and ad hoc requests throughout the relationship.
• Streamline processes by developing more efficient methods for gathering, sorting, and accessing data.
• Build and maintain strong working relationships with internal experts and work cross-functionally with other departments to enhance vendor performance and patient satisfaction.
• Drive overall vendor satisfaction and encourage participation in future program launches for Phil.
• Lead vendor meetings and facilitate internal discussions to support ongoing vendor growth and performance.
• Analyze large data sets to determine root causes of problems and provide insights for program, vendor, and network improvement.

Senior Vendor Performance Manager

• Foster a high-performing partner network by discussing performance trends, turnaround times, and aligning on clear goals for improvement
• Review and respond to internal escalation requests in a timely and accurate manner
• Perform data entry and process requests for Phil’s regional partners
• Contact partners to resolve issues that may impact a successful client, patient, or partner experience
• Conduct investigative tasks required to support monthly financial reconciliations for partner pharmacies
• Review script-level issues to ensure proper processes were followed and correct errors as needed
• Triage, resolve, and respond to order-related escalations and one-off requests
• Identify errors, understand operational workflows, and take action to unblock prescriptions
• Collaborate with cross-functional team members to support company goals and performance targets, including finance, warehouse/logistics, engineering, and patient support.

Partner Support Specialist

Business Operations

• Leading key analyses to support company strategy and client decision-making
• Translating business goals into data analytics and dashboard development
• Building visualizations and reporting tools that communicate key business insights
• Identifying and evaluating data-driven opportunities for operational and product improvements
• Partnering with teams to forecast demand and understand business trends
• Ensuring the quality and accessibility of data through cleansing, modeling, and maintenance
• Driving adoption and self-service analytics across the organization