Clinical Support Associate

Job Description

Clinical Support Specialist | PHIL, Inc.

The Tone:
This is a full-time role at PHIL, Inc., operating in a fully remote environment across various US states. Founded in 2015, PHIL is a health-tech company developing a platform that interfaces between doctors, pharmacies, and patients to simplify the process of receiving prescriptions in a historically complex industry. This role is crucial as Clinical Support Associates serve as the first line of contact for provider offices, partner pharmacies, and payers, directly helping ensure patients receive timely, accurate support throughout their prescription journey. Your efforts will help patients access affordable and timely therapy, leading to better treatment adherence and supporting innovation in the pharmaceutical industry.

The TL;DR
• Role: Early Career
• Type: Full-time
• Location: Remote

• Team: Clinical Support Associates report within the Clinical Support team.
• Mission: Ensure patients receive timely, accurate support throughout the prescription process by managing high-volume inquiries and providing front-line assistance to provider offices, partner pharmacies, and payers, ultimately contributing to patients staying on their treatment plans longer.
• Tech Stack: Proprietary software, internal systems, digital platforms

What You’ll Actually Do
• Manage Inquiries: Respond to a high volume of inbound inquiries from providers, medical office staff, and payers via phone, email, and internal messaging systems in a call center environment.
• Provide Status Updates: Offer real-time order status updates, guide through prescription processing steps, and clarify plan-specific requirements for healthcare providers.
• Resolve Complex Issues: Triage escalations and efficiently resolve urgent or complex order-level issues, including communicating program requirements, expected copays, and processing timelines.
• Coordinate Across Networks: Coordinate with internal partners and external pharmacy networks to identify and remove order bottlenecks, ensuring seamless prescription flow.
• Support Authorization & Billing: Guide provider teams through complex billing issues, prior authorizations, tier exceptions, and appeals processes, using professionalism, de-escalation, and active listening skills.
• Document and Improve: Accurately log updates across internal systems and identify common workflow issues to share insights for team process improvements.

The Must-Haves
• Background: Entry-level professional with an active Board of Pharmacy license in their state of residency and an active Pharmacy Technician Certification Board (PTCB) certification.
• Experience: Minimum 2 years of pharmacy technician experience, including processing prescriptions and utilizing proprietary software.
• Skills: Strong understanding of pharmacy claims processes and coverage workflows, skilled in managing multiple digital platforms and navigating cross-system tasks, clear and professional verbal and written communication skills, ability to provide excellent customer service via inbound communication, willingness and ability to quickly learn operational workflows to determine root cause.
• Bonus: Collaborative mindset with a willingness to take guidance and feedback.