Full-Time Clinical Support Operations Manager
Phil is hiring a remote Full-Time Clinical Support Operations Manager. The career level for this job opening is Manager and is accepting USA based applicants remotely. Read complete job description before applying.
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Company OverviewFounded in 2015, PHIL is a Series D health-tech startup building a platform for streamlined prescription management between doctors, pharmacies, and patients.PHIL's B2B2C platform provides end-to-end prescription management and delivery. Connects patients, prescribers, pharmacies, and manufacturers, enabling easy and affordable medicine access. Pharma manufacturers can offer timely therapy access, improving patient treatment adherence and enabling innovation.
Position OverviewPHIL seeks a Manager, Clinical Support Operations to lead and scale day-to-day clinical support operations. Ensures white-glove service via voice, email, and web for prescription access, benefit verification, documentation, and prior authorization.
Responsibilities
- Lead clinical support operations for high-quality service, operational readiness, and regulatory/internal adherence.
- Manage and coach frontline agents, conduct QA reviews, and maintain coverage.
- Reinforce white-glove service expectations in all communications.
- Execute SOPs, coaching programs, and QA feedback loops to improve resolution and documentation quality.
- Apply audit and trend insights to recommend workflow improvements.
- Collaborate cross-functionally to triage escalations and develop mitigation plans.
- Report team performance and escalate systemic risks/blockers.
- Support performance dashboard, SOP, and training material design/rollout.
Qualifications
- Bachelor's degree or equivalent experience.
- 3-5 years managing pharmacy services, healthcare operations, or contact center teams in regulated environments.
- Proven ability to lead licensed and non-licensed teams through complex workflows.
- Experience with clinical support systems (e.g., Zendesk).
- Strong communication and coaching skills; synthesizing feedback into actionable plans.
- Data interpretation and application to improve operations, documentation, and team readiness.
- Collaborative, solutions-oriented mindset with a team-first culture.
Benefits
- Ground-floor opportunity with a fast-growing health-tech startup.
- Fully remote work environment.
- Competitive compensation.
- Full benefits (medical, dental, vision).
- 401(k) contribution opportunity.