Phil, Inc.

Customer Success Manager

• Review and resolve script-level tickets to ensure proper processes are followed; correct and reprocess as needed
• Monitor and manage the support ticket queue to ensure timely resolution of incoming issues
• Serve as the first-line point of contact for manufacturer partners, providing real-time updates and proactive support via phone, email, and virtual meetings
• Lead and participate in client operational meetings to address escalations, share updates, and resolve challenges
• Identify and escalate high-risk scripts and troubleshoot problems in collaboration with internal teams
• Partner with Client Engagement leadership to evaluate processes, identify efficiencies, and drive scalable improvements
• Support onboarding and training of internal stakeholders and new employees to ensure workflow consistency
• Accurately document customer interactions, issues, and resolutions in CRM and ticketing systems
• Report to Client Engagement leadership team

Client Engagement Specialist

Full-stack Engineer

• Architect and implement scalable, high-performance backend systems for PHIL’s Pharmacy Platform, ensuring minimal processing errors and downtime.
• Transition rule-based workflows to AWS based workflows
• Develop robust APIs and micro-services that ensure seamless communication between patients, prescribers, pharmacies, and internal stakeholders.
• Develop fault-tolerant systems and monitoring frameworks to identify and mitigate errors proactively.
• Collaborate with cross-functional teams, including product managers, data analysts, and stakeholders, to align technical solutions with business objectives.
• Deeply understand the prescription processing platform end to end and identify opportunities for simplification or alternate approaches to solve business requirements
• Understand and enhance the design of data pipelines to process and transform large-scale pharmacy and patient data with high reliability and accuracy.
• Establish coding and design best practices to minimize bugs, reduce processing errors, and enhance maintainability.
• Mentor and lead a team of engineers, fostering a culture of accountability, innovation, and collaboration.
• Integrate systems and workflows with existing tools, including CRM, inventory management, and patient engagement systems.
• Document platform architecture, processes, and workflows to ensure knowledge sharing and long-term maintainability.
• Build automation test suite to increase quality and velocity of releases.

Staff Software Engineer, Pharmacy Platform

IT Support

• Understand and improve the existing IT ticket management process to better support onsite and remote team members needs and issues with proper SLAs
• Take ownership of all the internal IT and security systems and build a roadmap to maintain, upgrade and replace as needed
• Automate the management of services and devices located in-house and with remote workers. Write automation scripts to gather data from the devices and run needed actions.
• Support Tier-1 IT tickets from our internal team members
• Manage and drive vendor relationships around IT services, equipment and other special projects
• Handle day-to-day IT tickets from employees within the defined SLAs but also understand the nature and trend of different tickets to make strategic changes to the IT roadmap and plan
• Help with employee onboarding and offboarding. Closely work with HR and also develop the feedback loop to improving both onboarding and offboarding experiences
• Monitoring daily operations, including server hardware, software, and operating systems.
• Coordinating technology installations, upgrades, and maintenance
• Selecting and purchasing new and replacement hardware and software, when necessary
• Testing, troubleshooting, and modifying information systems so that they operate effectively
• Remaining up to date with advances in technology, industry best practices, cybersecurity trends, threats, and regulatory requirements to help the company
• Establish a process to work closely with a compliance team to do risk assessments, internal audits for gaps and do analysis to identify potential security weaknesses and recommend appropriate remediation measures
• Educate employees on IT best practices around security, such as Phishing, working from home etc

IT Administrator

• PHIL is a Series D health-tech startup building a platform that interfaces between doctors, pharmacies, and patients to streamline prescription delivery.\n• PHIL’s B2B2C platform provides an end-to-end prescription management and delivery service, connecting patients, prescribers, pharmacies, and manufacturers.\n• The team focuses on patient experience and overall human wellbeing; mission-driven, analytical, and passionate.\n• Staff Software Engineer will drive the development and evolution of scalable, reliable, and error-resilient architecture for PHIL’s Pharmacy Platform.\n• In this role, you will lead the design and implementation of robust systems that ensure seamless integration across patient, prescriber, and pharmacy networks.\n• You will report to Senior Engineering Manager, Fulfillment and focus on scalability, quality and exceptional performance.\n• Responsibilities include architecting and implementing scalable, high-performance backend systems; designing and managing complex rule-based workflows; developing robust APIs and services; building fault-tolerant monitoring frameworks; collaborating with cross-functional teams; enhancing data pipelines; establishing coding and design best practices; mentoring engineers; integrating systems with CRM, inventory, and patient engagement tools; supporting wholesale operations including EDI; documenting platform architecture and workflows; building automated tests.

Client Engagement Specialist

Staff Software Engineer, Pharmacy Platform

IT Administrator

Staff Software Engineer, Fufillment