Senior Manager, Healthcare Provider Operations

Company Overview:
Founded in 2015, PHIL is a San Francisco-based, 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 

We are looking for a senior operational leader to manage and support a team responsible for providing world-class support for healthcare providers (HCPs) utilizing the PHIL Platform. This role will be responsible for building and managing a motivated team of operators who help offices troubleshoot orders and educate HCP staff on PHIL processes and best practices. Additionally, this role will work cross functionally with other internal team leaders by providing insights on key HCP pain points utilizing qualitative and quantitative data.

Key Responsibilities

• Operational strategy & execution: You will develop long-term goals and associated production KPIs (e.g., SLAs, internal quality standards) and work with direct reports to execute operational plans to achieve them.

• Staff & workforce management: You will be responsible for hiring, training, and managing specialists engaging directly with healthcare providers and/or their staff. This includes creating work schedules, conducting performance evaluations, and addressing any staffing issues or conflicts.

• Process optimization & Quality assurance: You will identify operational weaknesses and help improve or innovate new processes, standards, and/or tooling to keep the team efficient and error free.

• Analytical & Data-driven: Utilizing qualitative and quantitative data, you will identify key insights to strengthen internal team operations and the overall customer experience. 

• Collaboration and communication: You will be a key voice and partner with internal teams to help drive cross-functional initiatives that enhance the HCP experience. 

Qualifications 

• Bachelor’s degree 

• 5-7+ years of professional experience in managing white-glove customer support teams (preferably in pharmacy or other order fulfillment industries) 

• Proven ability to manage effectively, set team goals, develop people to their highest levels of performance, and guide through challenging situations

• Prior professional experience with optimization, processes, systematic organization, program/project management

• Demonstrated data and analytics experience; Excel/Sheets proficiency is preferred 

• Strong attention to detail and project management skills

• Outstanding communication skills. Including public speaking and ability to present effectively in front of peers and senior leadership

• Balance attention to detail with swift execution - we need to do things quickly, and we need to do them well. Juggling those can be challenging, and this should be a strength.

• Thrive on change and operate flexibly - priorities can change quickly, so you must be nimble while positively bringing the team along for the ride

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.