Phil, Inc.

Customer Success Manager

• Own the client relationship – Become the face of the company to the client by deeply understanding the client’s program economics and how our company improves those economics.
• Own program launches – Work with client stakeholders and internal resources to ensure new program launches are well executed.
• Improve programs and outcomes – Work closely with clients to refine program design, ensuring alignment with patient access and commercialization objectives.
• Conduct performance analysis – Continuously assess program performance against key success metrics, identifying opportunities to enhance value and improve outcomes.
• Upsell services – Look for new opportunities for the company and, with client advocates, build the business case to bring new therapies onto our platform.
• Navigate client relationships well – Maintain trust when the client pushes back and work with complex client dynamics.
• Coordinate cross-functionally - Work well with different mindsets and skill sets across technology, operations, sales, and support to get things done for the client.

Director of Client Success

Customer Support

• Respond to inbound inquiries from providers, medical office staff, and payers by phone, email, and internal messaging
• Support providers with real-time order status updates, prescription processing steps, and plan-specific requirements
• Triage escalations and resolve urgent or complex order-level issues efficiently
• Clearly communicate program requirements, expected copays, and processing timelines
• Coordinate with internal partners and external pharmacy networks to remove order bottlenecks
• Guide provider teams through billing issues, prior authorizations, tier exceptions, and appeals
• Use professionalism, de-escalation and active listening skills to manage provider frustrations and keep communication productive
• Log updates across internal systems accurately and on time
• Identify common workflow issues and share insights to improve team processes
• Superb written documentation of services provided in all cross-functional systems

Clinical Support Specialist – Tier 1

Human Resources

• Serve as the primary administrator for the HRIS, ensuring accurate configuration, maintenance, and ongoing system integrity
• Maintain high data accuracy and data hygiene, including employee records, job data, compensation, benefits, and employment status changes
• Input, audit, and reconcile employee data across the HRIS in compliance with company policies and regulatory requirements
• Administer benefits plans within the HRIS, including enrollments, life events, eligibility rules, and coordination with benefit vendors
• Build and maintain custom and ad-hoc reports and dashboards to support HR, Finance, and business leadership needs
• Respond to recurring and ad-hoc business requests for workforce data, metrics, and insights in a timely and accurate manner
• Partner with People Ops, Payroll, Finance, and IT to ensure data alignment and system integrations function correctly
• Conduct regular system audits and validation checks to identify and resolve discrepancies or process gaps
• Support compliance and reporting requirements (e.g., audits, headcount reporting, benefits reporting, internal controls)
• Document HRIS processes, reporting logic, and data definitions to ensure consistency and scalability
• Identify opportunities to improve HRIS workflows, reporting efficiency, and data usability
• Provide guidance and support to HR and managers on HRIS functionality and data interpretation
• In charge of leave administration and compliance for all leaves, FMLA, ADA etc.

HR Operations Manager

Director

• Own PHIL’s enterprise privacy program, serving as the company’s Privacy Officer and primary point of accountability
• Lead compliance with HIPAA, state privacy regulations, and client-specific contractual requirements
• Develop and maintain privacy policies, procedures, training, and documentation
• Lead privacy risk assessments, impact assessments, and internal controls
• Partner with Operations, Product, Engineering, Security, and Legal to operationalize privacy requirements
• Build processes for privacy-by-design across product development and platform enhancements
• Oversee monitoring and auditing of privacy practices to ensure sustained compliance
• Lead PHIL’s privacy incident investigation and response processes in partnership with Security and Compliance
• Manage reporting workflows and external notifications as required
• Develop and deliver privacy training for teams across Phil, including Operations, Client Success, Product, and Engineering
• Serve as the internal advisor on privacy topics, providing clear guidance to cross-functional partners
• Establish privacy KPIs, reporting cadences, and mechanisms to track compliance, risk trends, and remediation
• Contribute to PMO frameworks, governance structures, and cross-functional ways of working
• Prepare materials for audits, client reviews, and regulatory inquiries

Director of Client Success

Clinical Support Specialist – Tier 1

HR Operations Manager

Director of Privacy