Director of Client Support Operations

Director of Support Operations - Client

Company Overview:

Founded in 2015, PHIL is a San Francisco-based, Series D health-tech startup that is building a platform that interfaces between doctors, pharmacies, and patients to streamline the process of patients receiving prescriptions. This is a complex, archaic industry, and we've set out to change that. 

Phil’s B2B2C platform provides an end-to-end prescription management and delivery service. Our robust platform connects patients, prescribers, pharmacies, and manufacturers, enabling easy and affordable access to medicine. Through its digital stakeholder experiences, patient access services, market access solutions, and distribution models, pharma manufacturers can deliver affordable and timely therapy access to patients, resulting in more patients staying on their treatment plans longer. Consequently, pharma manufacturers are enabled for more innovation.

The team at PHIL is a group of like-minded individuals from varying backgrounds, passionate about creating a new and innovative healthcare platform that is focused on patient experience and overall human wellbeing. Ready to join our team of mission-driven, analytical, and passionate people? Keep reading!

Position Overview 

The Client Operations team works across the entire operations organization to help identify and resolve out-of-the-ordinary interruptions in client (pharma manufacturer) and patient transactions (proactively, as well as client-initiated requests) and suggest process/product improvements to preempt future impediments as we scale. We’re looking for an ambitious and operationally-minded individual to join as a leader who can straddle both day-to-day frontline interaction management and strategic root-cause problem solving that requires influence and collaboration with other departments. 

Key Responsibilities

• Team Management: You will coach and manage a team of 12+ ops specialists who are responsible for investigating, resolving, and communicating externally on complex issues with long-tail prescription orders

• Stakeholder Communication: You will help manage expectations for external stakeholders while building/maintaining stakeholder confidence in PHIL, particularly when things go wrong. You will need to be able to synthesize, summarize, and present complex issues directly with external clients in both written and verbal form (and coach a team to do the same). This includes ensuring that client-initiated script analysis requests are being properly resolved and addressed; identifying and building processes/tools to mitigate future client-initiated requests

• Analytical & Data-driven: Utilizing qualitative and quantitative data, you will identify key insights surfaced by client partners to strengthen internal team operations and the overall experience for our patients and prescribers. 

• Internal Collaboration and Communication: You will scope, kickoff, and manage cross-functional projects for process and product improvements to mitigate/preempt out-of-the-ordinary interruptions in client transactions. You will provide regular updates to leadership on areas for improvement in the organization as well as creative solutions to eliminate future impediments 

Qualifications 

• 6+ years total experience across management, consulting, and startup operations

• Experience in healthcare / health tech industry preferred but not required (experience in pharmacy fulfillment tech or insurance tech a plus)

• Previous experience leading a team / managing others of varying skill sets

• Previous experience managing a team interfacing with clients / customers

• Able to work independently and cross-functionally with all levels of the organization

• Able to manage and stay on top of multiple competing projects and priorities

• Strong communication skills - can navigate through issues with clients and coach the team to do the same; able to influence other internal stakeholders to get things done

• Client-centric mindset - Can think from viewpoint of the client and adapt communication accordingly while simultaneously simplifying complex issues into easy-to-understand messaging

• Process-driven mindset - Can think in terms of scale and make proactive recommendations to improve tooling, process, and organization across the company

• Analytical and data-driven approach - approach complex problems in a structured way and drive rapidly toward insight and creative solutions

• Strong operator mentality with a “get it done” attitude; capable of balancing high-level strategic thinking with hands-on execution 

• Detail-oriented approach - Can navigate highly nuanced operating models and client-specific workflows to identify root cause issues

Benefits:

• Ground floor opportunity with one of the fastest-growing startups in health-tech

• Fully remote working environment

• Competitive compensation (commensurate with experience)

• Full benefits (medical, dental, vision).

• 401(k) contribution opportunity.

Phil Inc. is an equal-opportunity employer.