Qualification

Experience in client supportYou've owned support KPIs (SLAWhat makes an outstanding candidateYou put the customer experience firstWorking knowledge of pharmacy accessYou lead with data and clarityHands-on experience with ZendeskHands-on experience with JiraAt PHIL

Required

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

Preferred

Hands-on experience with Zendesk
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
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.

Manager, Client Engagement at Phil · LumiJobs

Manager, Client Engagement

Responsibilities

Qualification

Required

Preferred

Benefits

Company

Phil

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