PHIL, Inc. · 3 months ago
Operations Manager, Patient Support
Scottsdale, AZ
Full-time
Hybrid
Mid, Senior Level
$75K/yr - $95K/yr
3+ years expPHIL is a Series D health-tech company on a mission to ensure every patient has access to necessary therapies. The Operations Manager for the Patient Support team oversees daily execution, enhancing patient experience through effective support channels and operational improvements.
BiotechnologyMedicalSoftware
Responsibilities
Lead daily performance execution across support workflows, ensuring delivery of white-glove service, team readiness, policy adherence, resolution and documentation accuracy, and scheduling coverage
Ensure white-glove behavioral standards—tone, language, clarity, professionalism—across all interactions
Conduct performance 1:1s and reviews to address overall performance, trend-level gaps, drive accountability, and assess member to role expectations
Support & develop team leads, and guide team in performance management, coaching, coverage, escalation handling, and documentation review
Maintain operational readiness with internal quality audits and regulatory reviews
Act as escalation owner for issues that require interdepartmental coordination, cross-system resolution, or root cause analysis
Identify and translate performance trends into targeted initiatives that improve resolution effectiveness, agent readiness, and systemic efficiency
Develop and implement operational workflows and programs that improve resolution and documentation consistency, reduce escalation volume, and enhance service experience
Use feedback loops and internal review mechanisms to proactively evolve and develop SOPs, training programs, coaching materials, and macro documentation
Report on programmatic success and team trends to contribute to strategic planning and resource alignment
Qualification
Required
3-5 years of management experience in high-volume contact center environments, preferably in pharmacy services or other patient-facing healthcare operations
Workforce Management: Experience with workforce planning, forecasting, and scheduling
Proven ability to lead teams in regulated environments with complex workflows in multiple systems
Experience adhering to operational programs and performance management structures
Demonstrated ability to interpret data trends and translate them into scalable process improvements
Collaborative team player with demonstrated ability to positively motivate teams and provide result driven constructive feedback
Strong verbal and written communication skills
Preferred
Prior experience in a high-growth start-ups
Licensed pharmacy technician or registered pharmacist
Experience optimizing performance dashboards or training systems
Proficient with Zendesk or other ticketing/CRM platforms
Must have a HIPAA-compliant workspace at home (or work on-site in Phil office), reliable internet, and the ability to work within core business hours (6 AM – 6 PM PST)
Benefits
Full medical, dental, and vision benefits
401(k) contribution opportunity
Paid time off and holiday schedule
Company
PHIL, Inc.
PHIL helps pharmaceutical brands improve patient access, provider engagement, and brand outcomes through innovative technology and dedicated support.
51-200 employees
H1B Sponsorship
PHIL, Inc. has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (6)
2024 (8)
2023 (5)
2022 (9)
2021 (5)
2020 (2)
Funding
Current Stage
Late StageTotal Funding
$181.6MKey Investors
K2 HealthVenturesWarburg PincusTarsadia Investments
2025-07-08Debt Financing· $60M
2021-11-17Series Unknown
2021-06-03Series D· $56M
Leadership Team
Deepak Thomas
Founder/CEO
Puran Singh
Co-Founder/VP, Engineering
Recent News
2025-07-10
Company data provided by crunchbase