Client Engagement Specialist

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!

Position Overview
PHIL is seeking a Client Engagement Specialist to play a vital role in ensuring timely prescription processing and supporting positive patient and customer outcomes. In this role, you will review and resolve prescription-level issues, collaborate with cross-functional teams, and provide direct support to manufacturer partners through email, ticketing systems, and client meetings. Reporting to the Client Engagement leadership team, you will be responsible for managing tickets, building strong client relationships, and delivering exceptional service through timely communication, clear reporting, and proactive education.

Responsibilities:

• Review and resolve script-level tickets to ensure proper processes are followed; correct and reprocess as needed.

• Monitor and manage the support ticket queue to ensure timely resolution of incoming issues.

• Serve as the first-line point of contact for manufacturer partners, providing real-time updates and proactive support via phone, email, and virtual meetings.

• Contact internal and external stakeholders to move scripts forward in the processing workflow.

• Lead and participate in client operational meetings to address escalations, share updates, and resolve challenges.

• Identify and escalate high-risk scripts and troubleshoot problems in collaboration with internal teams.

• Partner with Client Engagement leadership to evaluate processes, identify efficiencies, and drive scalable improvements.

• Support onboarding and training of internal stakeholders and new employees to ensure workflow consistency.

• Accurately document customer interactions, issues, and resolutions in CRM and ticketing systems.

• Collaborate with Client Engagement leadership to evaluate and improve existing processes and procedures.

• Identify scalable process improvements to drive efficiency and standardization.

• Provide feedback on recurring issues and suggest updates to support documentation, FAQs, or internal workflows.

• Represent the Client Engagement team in both internal and external meetings, including client discovery sessions and cross-functional initiatives, to ensure alignment, share insights, and advocate for customer needs.

• Support other functions to address the needs of the business and customers as needed
  

Qualifications:

• Bachelor’s degree or equivalent experience.

• Active Pharmacy Technician license required in the state of residence.

• Minimum 2+ years of client-facing support experience in healthcare or technology, with strong communication and problem-solving skills.

• Demonstrated ability to collaborate cross-functionally to resolve script-level and client-level issues efficiently.

• Strong analytical thinking with the ability to identify patterns and root causes in workflows.

• Excellent written and verbal communication skills, with a focus on clarity, empathy, and professionalism.

• Adaptable and proactive problem-solver with a collaborative, team-first mindset.

• Background in pharmacy or healthcare operations preferred.

• Experience with Lean, Six Sigma, or other process improvement methodologies (preferred).

• Prior experience as a pharmacy technician, including use of proprietary systems to process prescriptions (preferred).

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.