Clinical Support Associate

Job Description

Clinical Support Specialist | PHIL, Inc.

The Tone:
This is a full-time, entry-level role at PHIL, Inc., operating fully remotely from a specified list of states. PHIL is a health-tech startup, founded in 2015, building a platform that interfaces between doctors, pharmacies, and patients to streamline the complex prescription process. As the first line of contact, a Clinical Support Specialist ensures patients receive timely and accurate support, which is critical for improving medication access and overall patient wellbeing.

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

• Mission: Ensure patients receive timely, accurate support throughout the prescription process by serving as the primary contact for healthcare providers, pharmacies, and payers.
• Tech Stack: Proprietary software, internal systems

What You’ll Actually Do
• Patient Support: Respond to inquiries from providers, medical staff, and payers to support prescription processing and plan requirements.
• Issue Resolution: Triage and resolve urgent or complex order-level issues, guiding provider teams through billing issues, prior authorizations, and appeals.
• Communication: Communicate program requirements, expected copays, and processing timelines clearly to all stakeholders, providing real-time order status updates.
• Process Improvement: Coordinate with internal and external partners to remove order bottlenecks and identify common workflow issues to improve team processes.
• Documentation: Accurately log updates across internal systems and document services provided in all cross-functional systems.

The Must-Haves
• Background: Entry-level professional holding an active Board of Pharmacy license in their state of residency and an active Pharmacy Technician Certification Board (PTCB) certification.
• Experience: Minimum of two years of pharmacy technician experience, including using proprietary software to process prescriptions.
• 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.