Phil, Inc.

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

Manager

• 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

Director of Business Operations, Client Optimization

Senior Manager, Business Operations – Client Optimization

• Manage day-to-day operations, providing guidance, training, and performance oversight for pharmacy and support staff.
• Ensure adherence to all federal and state pharmacy laws, including proper handling of controlled substances, accurate record-keeping, and audit readiness.
• Promote ongoing learning and best practices across the pharmacy team to support performance and growth.
• Track key performance indicators (KPIs), monitor financial health, and implement improvements to drive efficiency.
• Act as escalation owner for issues that require interdepartmental coordination, cross-system resolution, or root cause analysis.

Prior Authorization Manager

Implementation Specialist

• Own full-cycle implementation delivery from kickoff through activation, ensuring alignment between contractual scope, client goals, and technical solution design
• Lead discovery and current state assessments, translating client objectives into detailed technical specifications and operational protocols
• Design and document complete program architecture, including configuration standards, business logic, operating rules, and adoption pathways
• Create and maintain a centralized source of truth outlining solution design, workflows, and reporting structures
• Drive cross-functional execution across product, engineering, operations, sales, and client success to ensure on-time delivery and operational readiness
• Monitor and report on implementation health, including status updates, risk tracking, and priority dashboards
• Serve as a product subject matter expert, understanding PHIL’s platform capabilities, roadmap, integrations, and data workflows
• Oversee logging and follow-through on technical requests, ensuring tickets are properly grouped, tracked, and aligned to broader initiatives
• Identify opportunities for process improvement, standardization, and efficiency gains in delivery methodology
• Influence internal and external stakeholders to resolve complex issues while maintaining scope integrity and project momentum

Senior Implementation Manager

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

• 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