Clinical Support Operations Manager

Position Overview

• Location Type: Remote
• Job Type: Full-Time
• Salary: Not specified

PHIL is seeking a Manager, Clinical Support Operations to lead and scale our day-to-day clinical support operations. This role is responsible for ensuring white-glove service across all inbound channels—voice, email, and web—related to prescription access, benefit verification, documentation issues, and prior authorization coordination. Reporting to the Director of Clinical Services, this role will oversee team performance, guide operational improvement efforts, and serve as a key escalation point for complex service issues.

Requirements

• Bachelor’s degree or equivalent experience in a related field
• 3–5 years of experience managing pharmacy services, healthcare operations, or contact center teams in regulated environments
• Proven ability to lead licensed and non-licensed teams through complex workflows and performance programs
• Experience with clinical support systems or CRM platforms, preferably Zendesk
• Strong communication and coaching skills; able to synthesize feedback into actionable improvement plans
• Demonstrated ability to interpret data and apply insights to improve operations, documentation, and team readiness
• A collaborative, solutions-oriented mindset that fosters a team-first, high-accountability culture

Responsibilities

• Lead clinical support operations to ensure high-quality service delivery, operational readiness, and adherence to regulatory and internal standards
• Manage and coach frontline agents, conduct QA reviews, and maintain coverage and readiness across all communication channels
• Reinforce white-glove service expectations across tone, clarity, and professionalism in all external communications
• Execute SOPs, coaching programs, and QA feedback loops to improve service resolution and documentation quality
• Apply audit and trend insights to recommend and implement workflow improvements
• Collaborate cross-functionally to triage escalations and develop mitigation plans
• Report on team performance and escalate systemic risks or blockers to leadership
• Support the design and rollout of performance dashboards, SOPs, and training materials

Company Overview

Founded in 2015, PHIL is a 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!

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.