Patient Support Tier 2 Specialist

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:

Tier 2 agents handle all tickets related to: damaged/missing shipments, wrong meds received, unwanted refills, refund requests, duplicate charges, upset/angry patient calls, etc. 

Tier 2 agents work collaboratively with the Psup leadership, PP, PPM, and PhilRx teams to resolve these issues in a timely manner. They are expected to do extensive research on the order and ticket history in order to recommend the best solution to the issue that aligns with department guidelines.

Every patient with an unresolved Tier 2 ticket receives an update every other day, so they know we haven’t forgotten about them. It is required that Tier 2 checks in daily with the department/PP we are waiting on when a situation hasn’t yet been resolved.

The ideal candidate will be one who can easily and quickly research and understand the root cause of an issue, is a critical thinker, and a problem solver. The ideal candidate is adaptable, open to feedback, and would do anything within policy and reason to help get the situation solved for the patient. The ideal candidate must also be resilient, and not take patient anger or frustration personally. They must be able to build rapport both internally and externally; maintaining customer and partner relationships, while responding to patient inquiries.

Requirements:

• Minimum 3 years of customer support experience.

• If an internal employee, minimum 3 months with Phil, have a great attendance record, and average of 95% QA and 85% CSAT scores

• Strong phone presence with exemplary customer service and de-escalation skills

• Strong conflict resolution, problem solving, and critical thinking skills

• Resourceful and detail oriented

• Familiar with Zendesk, Phil Dashboard, Phil organization, and processes.

• Must have a good understanding of computers, hardware, networks, etc.

• Adaptable to swift program changes

• Ability to accomplish tasks and see issues through to completion

Schedule:

• Monday - Friday, Holiday and OT may be required

• Shift schedule: 6a-3p, 7a-4p, 8a-5p, or 9a-6p PT

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.