Be an early applicantLess than 25 applicants

Company

Phil, Inc. · 5 hours ago

Director of Client Support Operations

United States

Full-time

Remote

Director/Executive

6+ years exp

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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

Qualification

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Management experienceClient managementHealthcare experienceAnalytical approachCross-functional collaborationClient-centric mindsetProcess-driven mindset

Required

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

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

Preferred

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

Benefits

Fully remote working environment

Competitive compensation (commensurate with experience)

Full benefits (medical, dental, vision)

401(k) contribution opportunity.

Company

Phil, Inc.

Phil helps retail and specialty-lite brands accelerate patient access, provider engagement, and brand outcomes through technology.

Founded in 2015

San Francisco, California, USA

51-200 employees

https://www.phil.us

H1B Sponsorship

Phil, Inc. has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2023 (4)

2022 (6)

2021 (9)

2020 (2)