Phil, Inc.

Program Manager

• Support client engagement and program success – Help develop and execute plans to ensure smooth program launches, tracking key pre-launch milestones and flagging risks early.
• Program coordination & client support – Work closely with clients to support day-to-day needs, helping translate client goals into actionable next steps for PHIL.
• Performance analysis & reporting – Analyze program performance against key success metrics, build reporting and dashboards, and surface insights that help clients and internal teams understand what's working and what isn't.
• Client relationship management – Serve as a trusted day-to-day point of contact for clients, supporting discussions on program performance, goal alignment, and areas for improvement.
• Stakeholder collaboration & problem-solving – Partner with internal teams (client success, product, operations) and external client contacts to resolve issues, escalating and diplomatically navigating pushback as needed.
• Data quality & process improvement – Help ensure the quality and accessibility of program data through cleansing, modeling, and maintenance, and identify opportunities to improve tooling and processes for greater efficiency.

Client Program Manager

Product Manager

• Own and evolve the strategic roadmap for PHIL’s expansions including specialty pharmaceuticals, controlled substances, biologics, etc., aligning technical capabilities with business priorities.
• Benchmark against industry best practices, and build a plan to achieve best in class service offerings based on strategic direction and priorities.
• Drive significant improvements in PHIL solutions through optimized processing and judicious use of third party integrations vs internal capabilities.
• Develop and champion new platform capabilities to support expanded therapeutic categories and patient therapy management.
• Set long-term success metrics and operational KPIs, and ensure the product roadmap is tightly aligned with measurable outcomes.
• Lead cross-functional partnership with senior stakeholders across Product, Engineering, Operations, and Commercial teams to define priorities and deliver value.
• Lead discovery efforts and user research to identify top opportunities to deliver value, while ruthlessly prioritizing to maintain organizational focus and drive specific outcomes.
• Mentor product team members and elevate the overall product team capability through thought leadership, strategic rigor, and operational depth

Head of Product – Market Expansion

General

• 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 Specialist

Director

• AI and Automation Strategy for Quality
• Define and own the strategy to scale quality through automation, software-based quality controls, and AI-enabled monitoring, reducing reliance on manual audit headcount.
• Build AI-driven monitoring that flags error signals in real time and surfaces risk patterns before they result in operational or patient-facing errors.
• Partner with Engineering and Product to embed automated quality checks directly into operational systems so quality is enforced at the point of work, not inspected afterward.
• Maintain a forward roadmap for emerging quality capabilities, evaluating new tools and techniques and integrating them into the operating model as they mature.
• Shift the quality function from detecting errors after they occur to preventing them upstream through process controls, system design, and early-signal monitoring.
• Identify the conditions and process points that produce errors and drive design changes that remove the failure mode rather than catching it later.
• Build predictive indicators that allow the organization to intervene before a defect becomes a realized error.
• Own an escalation framework with assigned owners, target resolution dates, and defined escalation paths for every cross-functional quality issue.
• Drive quality issues to resolution across operational partner teams, holding partner leaders accountable to committed timelines.
• Originate and complete cross-functional quality improvement initiatives with documented, measurable outcomes such as error rate reduction or implemented process change.
• Engage partner leadership the moment issues are identified rather than allowing them to persist across review cycles.
• Maintain a live initiative tracker covering milestones, owners, status, and blockers for all active quality projects.
• Deliver staffing models, reporting standardization, and automation roadmaps on committed timelines without requiring repeated direction.
• Escalate blockers quickly with a written proposed path forward, and ensure no initiative stalls without timely escalation.
• Maintain deep fluency across the core operational workflows the quality function oversees.
• Lead structured deep-dives and produce data-supported root cause analyses that identify the issue, the root cause, supporting data, and a specific corrective action.
• Independently diagnose error patterns and drivers in executive settings without reliance on prepared summaries.
• Produce structured pre-reads and prep materials for executive and business reviews.
• Deliver clear, data-driven narratives covering metrics, trends, root cause, actions taken, and open items.
• Independently own leadership communication and delivery to senior operational audiences, including the executive team.
• Lead and develop the quality team across audit, analysis, and quality engineering functions.
• Build reporting infrastructure and quality systems that give leadership real-time visibility into error rates and drivers.
• Partner with Engineering and Product to embed quality monitoring and automated controls into operational platforms.

Director of Quality Excellence

• Define and drive the product strategy and roadmap for Phil’s prescription fulfillment processes and products, including pharmacy and partner operations.
• Collaborate with internal stakeholders, such as pharmacy teams, fulfillment partners, and client success teams, to identify and prioritize product requirements.
• Expand platform capabilities to support new types of medications and enhance Phil’s overall service offerings.
• Continuously iterate on product features and processes to improve operational efficiency and meet key performance metrics.
• Participate in user research and process analysis to inform product improvements and future plans.
• Set, track, and deliver on metrics-based goals to ensure operational success and deliver measurable outcomes for patients and clients.

Senior Product Manager, Prescription Operations

Customer Support

• Place outbound calls to insurance carriers and navigate payer phone systems to reach eligibility and benefits representatives
• Verify active coverage and obtain detailed benefits information including deductibles, copays, coinsurance, out-of-pocket maximums, prior authorization requirements, and in/out-of-network benefit levels
• Accurately document all information obtained during each call, including reference numbers, representative names, and call timestamps
• Interpret call outcomes and apply decision criteria to move each case to the correct next step in the workflow (e.g., eligible for services, requires prior auth, inactive/terminated coverage, patient financial responsibility assessment, denial routing)
• Identify discrepancies between payer-reported benefits and information on file and escalate appropriately
• Meet daily productivity and quality standards for call volume and documentation accuracy
• Maintain working knowledge of common insurance terminology, plan types (HMO, PPO, EPO, HDHP), and payer-specific requirements

Client Program Manager

Head of Product – Market Expansion

Client Escalations Specialist

Director of Quality Excellence

Senior Product Manager, Prescription Operations

Benefits Support Specialist