Clinical Support Specialist

Clinical  Support Specialist | PHIL

Location: Scottsdale, AZ or Columbus, OH

About the Company:

Founded in 2015, PHIL is a San Francisco-based Series D health-tech startup, pioneering the first Software Therapy Deployment Platform for Specialty Pharmaceuticals that treat complex health conditions. Our mission is to ensure consistent, reliable and affordable access to complex therapeutics for our patient community. Partnering with pharmaceutical manufacturers, PHIL offers digital patient access services to improve health outcomes for patients by delivering affordable and timely access to high-cost Specialty therapeutics. We recently completed our Series D financing led by Warburg Pincus, with $122M in capital raised to date with near-term line of sight to profitability. Headquartered in Scottsdale with operational hubs in Scottsdale AZ and Columbus, OH, the company currently employs over 120 individuals and expects to double its employee base in the coming year. For more information on PHIL, visit https://phil.us/

Opportunity

Market: Unlike the more commonly-used generic drugs, Specialty pharmaceutical products treat complex health conditions and constitute about 50% of the $400B U.S. prescription medication spend. Despite the therapeutic potential of these products, patients and their care teams face substantial obstacles to therapy access, affordability, and adherence.

Our approach: While these challenges have been traditionally addressed through call-center based ‘hub’ services, the Phil team has developed a next-generation suite of software tools to streamline and simplify this complex, distributed workflow spanning patients, prescribers, pharmacies, insurers, and manufacturers. Often described as ‘Shopify for Pharma’, Phil offers a “channel-in-a-box” platform for pharmaceutical manufacturers.

Impact to customers: The Phil platform drives efficiencies that result in higher adherence, affordability and coverage, at a fraction of the cost of conventional call-center based approaches. Consequently, our customers, Pharma manufacturers are able to launch new products and attain profitability in less than half the usual lead time.

Culture

• We’re a mission-driven organization: we exist to continually improve the healthcare paradigm - to improve patient outcomes, and to improve connectivity between patients, prescribers, manufacturers, payors, and their medications. Our patients are our loved ones, ourselves, and our communities. We care for our patients, and care for one another.

• We are low ego, high accountability, high respect culture: we assume by default that our employees have meaningful lives outside work and respect boundaries (we rarely work on weekends)

• We communicate prolifically, professionally and respectfully to ensure we understand each other well and get on the same page quickly

• As a culture, a distributed work environment has been part of our DNA well before the pandemic. Our approach is to offer the flexibility that employees need to do their best work while balancing their personal lives. Our hybrid approach allows for this balance while creating opportunities to interact in-person to build true human connection. 

About the Role 

The Clinical Support Specialist role will help ensure timely processing for our patients. You will be a part of a dedicated team focused on driving patient outcomes by directly engaging with providers – from fielding questions on an existing order to proactively educating them on the PHIL process. The successful candidate will be able to understand PHIL’s internal processes and work cross functionally to ensure that all scripts are processed in a timely manner. You will be responsible for responding to Health Care Provider inquiries regarding the status of specific orders. You will develop a thorough understanding of Phil’s processes in order to provide the best support possible to our Health Care Providers. 

Key Responsibilities

• Delivery of White-Glove Service is required, ensuring proactive, empathetic, and issue resolution with minimal escalation

• Provide excellent customer service by communicating effectively with prescribers  and office staff via phone call and digital message formats

• Triage, resolve, and respond to order-related escalations or one-off requests

• Understand and explain end to end prescription lifecycle to provider offices  with appropriate level of detail

• Understand and explain program-level rules, expected patient copays, and expected processing timelines and be able to