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 HCP 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 HCPs. 

Key Responsibilities

• 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 accurately and clearly explain to prescribers and office staff

• Provide  best practices to pursue coverage for patients via the prior authorization process

• Contact internal and external stakeholders (Pharmacy Partners) to move scripts forward in their processing  

• Help resolve complex billing issues so they can successfully submit prior authorizations, appeals, tier exceptions and other requests to insurance

• De-escalate providers by using active listening, determining the correct root cause, and reassuring HCPs about solutions and our ability to serve 

• Recommend solutions for internal teams at PHIL based on feedback to prevent errors and improve HCP experience

• Understand needs of HCP based on their patient population and behavior and recommend effective solutions to increase medication access for patients

Ideal Candidate Background and Competencies 

• Prior pharmacy technician experience and use of proprietary software to process prescriptions 

• Licensed technician in Arizona or Ohio, or PTCB certified 

• Has a deep understanding of pharmacy claims adjudication and associated terminology

• Can develop and maintain understanding of separate workflows that are used simultaneously and can learn to navigate different operating systems 

• Willingness to learn and understand operational workflows in order to quickly determine root cause

• Can identify and articulate patterns after reviewing prescriptions and orders

• Can provide actionable and objective feedback to internal teams 

• Can pinpoint and diagnose feedback from HCPs and turn it into meaningful and actionable insights to drive improvements across the organization 

• Can communicate professionally and courteously to reduce HCP churn and improve patient outcomes

• Solution-oriented approach to find sustainable solutions for our HCPs 

• Excellent written and oral (phone) communication skills

• Team player who wants to help build up others 

• Ability to work with cross-functional teams in order to resolve script level issues 

• Lean process improvement or six sigma experience a plus but not required

Benefits:

• Ground floor opportunity with one of the fastest-growing startups in health-tech

• Competitive compensation (commensurate with experience) 

• Full benefits (medical, dental, vision)

• 401(k)

PHIL Inc. is an equal-opportunity employer.