Director of Client Support Operations

November 23

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Phil, Inc.

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Patient Access • Channel Strategy • Distribution Network • Provider Engagement • Field Team Enablement

51 - 200 employees

⚕️ Healthcare Insurance

☁️ SaaS

🧬 Biotechnology

Description

• The Client Operations team works across the entire operations organization to help identify and resolve out-of-the-ordinary interruptions in client (pharma manufacturer) and patient transactions. • Looking for a leader who can straddle day-to-day frontline interaction management and strategic root-cause problem solving. • You will coach and manage a team of 12+ ops specialists who are responsible for investigating, resolving, and communicating externally on complex issues. • Manage expectations for external stakeholders while building/maintaining confidence in PHIL. • Utilize qualitative and quantitative data to identify insights to strengthen internal team operations and overall patient experience. • Scope, kickoff, and manage cross-functional projects for process and product improvements. • Provide regular updates to leadership on areas for improvement in the organization and propose creative solutions.

Requirements

• 6+ years total experience across management, consulting, and startup operations. • Experience in healthcare / health tech industry preferred but not required (experience in pharmacy fulfillment tech or insurance tech a plus). • Previous experience leading a team / managing others of varying skill sets. • Previous experience managing a team interfacing with clients / customers. • Able to work independently and cross-functionally with all levels of the organization. • Able to manage and stay on top of multiple competing projects and priorities. • Strong communication skills - can navigate through issues with clients and coach the team to do the same; able to influence other internal stakeholders to get things done. • Client-centric mindset - Can think from viewpoint of the client and adapt communication accordingly while simultaneously simplifying complex issues into easy-to-understand messaging. • Process-driven mindset - Can think in terms of scale and make proactive recommendations to improve tooling, process, and organization across the company. • Analytical and data-driven approach - approach complex problems in a structured way and drive rapidly toward insight and creative solutions. • Strong operator mentality with a “get it done” attitude; capable of balancing high-level strategic thinking with hands-on execution. • Detail-oriented approach - Can navigate highly nuanced operating models and client-specific workflows to identify root cause issues.

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.