Clinical Support Specialist Tier 1

Company OverviewFounded 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 OverviewAt PHIL, our Clinical Support Associates serve as the first line of contact for provider offices, partner pharmacies, and payers—helping ensure patients receive timely, accurate support throughout the prescription process. This entry-level role operates in a high-volume, fast-paced pharmacy call center environment, where associates manage approximately 40–60 inquiries per day.In this fully remote position, you will handle inbound calls, conduct outbound outreach to healthcare companies, insurance providers, and partner pharmacies, and provide real-time status updates to healthcare providers via phone and email. Responsibilities include supporting prescription processing workflows, assisting with prior authorizations, processing orders, and maintaining clear communication across stakeholders.You’ll receive structured training, hands-on team support, and clear development pathways to build foundational knowledge in pharmacy operations and benefits coordination—growing into more complex responsibilities over time. Additionally, the team has opportunities to pilot new outreach initiatives as business needs evolve, offering exposure to process improvement and cross-functional collaboration.ResponsibilitiesRespond to inbound inquiries from providers, medical office staff, and payers by phone, email, and internal messagingSupport providers with real-time order status updates, prescription processing steps, and plan-specific requirementsTriage escalations and resolve urgent or complex order-level issues efficientlyClearly communicate program requirements, expected copays, and processing timelinesCoordinate with internal partners and external pharmacy networks to remove order bottlenecksGuide provider teams through billing issues, prior authorizations, tier exceptions, and appealsUse professionalism, de-escalation and active listening skills to manage provider frustrations and keep communication productiveLog updates across internal systems accurately and on timeIdentify common workflow issues and share insights to improve team processesSuperb written documentation of services provided in all cross-functional systemsRequired QualificationsActive Board of Pharmacy license in the State of Residency. Active Pharmacy Technician Certification Board (PTCB) certificationMinimum 2 years of pharmacy technician experience and use of proprietary software to process prescriptionsStrong understanding of pharmacy claims processes and coverage workflowsSkilled in managing multiple digital platforms and navigating cross-system tasksClear and professional verbal and written communication skillsAbility to provide excellent customer service via inbound communication (calls and emails)Willingness and ability to learn operational workflows to quickly determine root causeCollaborative mindset with willingness to take guidance and feedbackBenefits:Ground floor opportunity with one of the fastest-growing startups in health-techFully remote working environment available in the following states: AZ, CA, CO, FL, GA, IA, ID, IL, IN, MA, MI, MO, NC, NH, NJ, NY, OH, OK, OR, PA, SC, TN, TX, UT, VA, WA, WI, WVCompetitive compensation (commensurate with experience)Full benefits (medical, dental, vision)401(k)