Partner Support Specialist

Job Description

Partner Support Specialist | PHIL, Inc.

The Tone:
This is a full-time role at PHIL, Inc., a health-tech startup founded in 2015, with remote opportunities available in 27 states. PHIL builds a platform that connects doctors, pharmacies, and patients to streamline the archaic process of prescription fulfillment. Their B2B2C platform offers an end-to-end prescription management and delivery service, enhancing access to medicine by connecting all stakeholders. This role as a Partner Support Specialist is critical for the day-to-day operations, ensuring the performance, accuracy, and timeliness of prescription processing across Phil’s Partner Pharmacy network, which directly contributes to patients receiving their medications efficiently and affordably.

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

• Mission: This role ensures the efficient and accurate processing of prescriptions by supporting Phil’s Partner Pharmacy network, thereby improving patient access to medication.
• Tech Stack: G Suite applications

What You’ll Actually Do
• Support Partner Network: Foster a high-performing partner network by discussing performance trends, turnaround times, and aligning on clear goals for improvement.
• Manage Escalations: Review and respond to internal escalation requests in a timely and accurate manner; triage, resolve, and respond to order-related escalations and one-off requests.
• Process Data and Requests: Perform data entry and process requests for Phil’s regional partners, reviewing script-level issues to ensure proper processes were followed and correcting errors as needed.
• Resolve Issues: Contact partners to resolve issues that may impact a successful client, patient, or partner experience; identify errors, understand operational workflows, and take action to unblock prescriptions.
• Collaborate for Goals: Conduct investigative tasks required to support monthly financial reconciliations for partner pharmacies and collaborate with cross-functional team members to support company goals and performance targets.

The Must-Haves
• Background: Prior pharmacy technician experience or direct experience working with prescription-related workflows.
• Experience: 2+ years of experience in administrative support, operations, customer support, or a related field; proven experience working with external clients or partners.
• Skills: Strong attention to detail with proven organizational and time-management skills; solid written, verbal, and interpersonal communication skills; willingness and ability to learn operational workflows and identify root causes quickly.
• Adaptability: Self-motivated and hands-on, able to manage daily and weekly operational tasks independently, comfortable with ambiguity and adaptable within a rapidly growing startup, and proficient in G Suite applications.