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Phil - Manager, Client Engagement

Remote - USA3d ago

Remote NA Pharmaceuticals Digital Health Managing Partner Performance Management Coaching Goal Setting Client Onboarding Team Leadership Jira

Requirements

• Our strongest candidates have led support or escalation teams in a hub, specialty pharmacy, patient services program, or health-tech company. They know how prescription access works and how one delayed order lands with a manufacturer's sales team. • Bachelor's degree or equivalent experience • Experience in client support, escalation management, or support operations, including managing people, ideally in healthcare or health-tech • You've owned support KPIs (SLA, resolution rate, customer satisfaction) and moved them through changes to process, staffing, and quality • You've driven cross-functional resolution of recurring issues with Product, Operations, and client-facing teams • What makes an outstanding candidate • You put the customer experience first: you know what great service feels like for a field rep under pressure, and you've used quality reviews and a strong knowledge base to deliver it consistently • Working knowledge of pharmacy access: benefits verification, prior authorization, claim rejections, and copay support • You lead with data and clarity: you separate one-off issues from systemic ones and make sure every issue has an owner • Experience with AI agents or automation in a support organization • Hands-on experience with Jira, and comfort with BI dashboards • Experience supporting pharmaceutical field sales teams or manufacturer-sponsored programs

Responsibilities

• Team leadership: Hire, onboard, and develop a team of Client Engagement professionals. Run regular 1:1s, coach to clear goals, and manage performance. Set clear ownership across ticket resolution, root cause analysis, and client-level follow-through so each person knows what they own and when to hand off. • Ticket performance, human and AI: Own response time, SLA, first-pass resolution, reopen rate, and field rep satisfaction for both the team and AI agents. Run QA on human and AI responses for accuracy and compliance with each client's program rules. • Knowledge and AI content: Own the Knowledge Center and the content, decision rules, and escalation guidance that support human and AI responses. Partner with Operational Excellence and Engineering to implement AI triage and automation, and recommend expanded AI use based on agreed quality, compliance, and escalation criteria. • Escalations into fixes: Turn recurring escalations into actionable improvements. Ensure the team identifies root causes, assigns accountable owners, and drives cross-functional follow-through, whether the outcome is a PHIL process or product fix, a recommended change to client business rules, or clear communication to the client. • Launch readiness and field education: Work with Client Success and Operational Excellence so the field rep escalation process is ready for every new program launch, and support field sales training on the program dashboard and field rep portal.

Benefits

• At PHIL, we’re tackling one of healthcare’s most persistent challenges: helping patients access the medications they need without unnecessary delays, complexity, or financial barriers. • As a growing Series D healthcare technology company, we’re building solutions that connect patients, prescribers, pharmacies, and pharmaceutical manufacturers to improve the prescription experience. • This is an opportunity to make a meaningful impact at a pivotal stage of our growth, helping shape solutions that improve patient access and support PHIL’s continued expansion. • Fully remote working environment available in the following states: AZ, CA, CO, FL, GA, IA, ID, IL, IN, KY, MA, MI, MO, NC, NH, NJ, NY, OH, OK, OR, PA, SC, TN, TX, UT, VA, WA, WI, WV • Competitive compensation (commensurate with experience) • Full benefits (medical, dental, vision) • 401(k) contribution opportunity • Paid Parental Leave • PHIL Inc. is an equal-opportunity employer. We welcome applicants of all backgrounds and don't discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected characteristic.