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Patient Support Manager

Patient Support Manager

PhilScottsdale, AZ, US
30+ days ago
Job type
  • Full-time
Job description

Patient Support Manager | PHIL

About the Company :

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 their specialty pharmaceutical prescriptions.

Our mission is to ensure consistent, reliable, and affordable access to prescribed medicines for our patient community. Partnering with pharmaceutical manufacturers, PHIL offers digital patient access services to improve health outcomes for patients across the U.S. by delivering affordable and timely access to higher-cost specialty therapeutics. Headquartered in Scottsdale, AZ with operational hubs in Scottsdale and Columbus, OH, the company currently employs over 120 individuals and expects to double its employee base in the coming year.

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 the prescriber and patient experience. Ready to join our team of mission-driven, analytical, and passionate people? Keep reading!

Summary :

The Patient Support Manager oversees daily execution and contributes to long-range performance planning for the patient support team responsible for resolving patient issues related to prescription access, benefit verification, clinical documentation, and prior authorization coordination. This leader drives white-glove service across voice, email, and web-based support channels, by owning the workflows, audit readiness, and performance accountability-ensuring patients receive timely, accurate, and high value support.

This role balances strategic program design with operational discipline, translating audit trends, contact patterns, and escalation signals into action plans that improve resolution speed, documentation accuracy, and patient experience at scale.

Key Responsibilities :

Performance Leadership & Operational Accountability

  • Lead daily performance execution across clinical support workflows, ensuring delivery of white-glove service, team readiness, policy adherence, resolution and documentation accuracy, and scheduling coverage.
  • Ensure white-glove behavioral standards-tone, language, clarity, professionalism-across all interactions
  • Conduct performance 1 : 1s and reviews to address overall performance, trend-level gaps, drive accountability, and assess member to role expectations
  • Support team leads and guide team in performance management, coaching, coverage, escalation handling, and documentation review
  • Maintain operational readiness with internal audits and regulatory reviews
  • Act as escalation owner for issues that require interdepartmental coordination, cross-system resolution, or root cause analysis.

Program Design & Systemic Improvement

  • Identify and translate performance trends into targeted initiatives that improve resolution effectiveness, agent readiness, and systemic efficiency.
  • Develop and implement operational workflows and programs that improve resolution and documentation consistency, reduce escalation volume, and enhance service experience
  • Use feedback loops and internal review mechanisms to proactively evolve and develop SOPs, training programs, coaching materials, and macro documentation.
  • Report on programmatic success and team trends to contribute to strategic planning and resource alignment.

    • Minimum Qualifications

  • 3-5 years of management experience in pharmacy services, healthcare operations or high-volume contact center environments
  • Proven ability to lead teams in regulated environments with complex workflows and licensed personnel
  • Experience developing operational programs and coaching structures
  • Demonstrated ability to interpret data trends and translate them into scalable process improvements
  • Collaborative team player with demonstrated ability to positively motivate teams and provide result driven constructive feedback
  • Strong verbal and written communication skills

    • Ideal Qualifications

  • Prior experience in a high-growth start-ups
  • Licensed pharmacy technician
  • Familiarity with clinical support technologies or CRM platforms
  • Experience designing or optimizing performance dashboards or training systems
  • Workforce Management : Experience with workforce planning, forecasting, and scheduling.
  • Proficient with Zendesk or other ticketing / CRM platforms
  • Must have a HIPAA-compliant workspace, reliable internet, and the ability to work within core business hours (6 AM - 6 PM PST)

    • Candidate Attributes :

  • Empathetic and patient-focused
  • Self-motivated and able to work independently without close supervision
  • Proactively identifies and contributes to process improvements
  • Confident in making data-driven decisions
  • Collaborative and solutions-oriented
  • Able to provide & receive constructive feedback with clarity and compassion
  • Comfortable navigating ambiguity and leading through change

    • Benefits :

  • Ground floor opportunity with one of the fastest-growing startups in health-tech
  • Fully remote working environment (occasional travel may be required)
  • Competitive compensation (commensurate with experience)
  • Full benefits (medical, dental, vision)
  • 401(k)

    • PHIL Inc. is an equal-opportunity employer.

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    Manager Patient Support • Scottsdale, AZ, US