Manager, Client Engagement

🕒 Outubro 27

🌵 Arizona, California, +25 estados a mais – Remoto

🌵 Arizona – Remote 🏄 California – Remote ⛰️ Colorado – Remote 🐊 Florida – Remote 🥔 Idaho – Remote 🌽 Illinois – Remote 🌾 Iowa – Remote 🐎 Kentucky – Remote 🗻 New Hampshire – Remote 🏖️ New Jersey – Remote 🗽 New York – Remote 🌲 North Carolina – Remote 🏈 Ohio – Remote 🌪️ Oklahoma – Remote 🌲 Oregon – Remote 🍂 Massachusetts – Remote 🚗 Michigan – Remote 🏰 Missouri – Remote 🔔 Pennsylvania – Remote 🌴 South Carolina – Remote 🎸 Tennessee – Remote 🤠 Texas – Remote ⛷️ Utah – Remote ⚔️ Virginia – Remote ☕ Washington – Remote ⛰️ West Virginia – Remote 🧀 Wisconsin – Remote

💵 $80.000 - $120.000 / ano

⏰ Tempo Integral

🟡 Pleno

🟠 Sênior

🏆 Sucesso do Cliente

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Phil, Inc.

SiteLinkedInTodas as Vagas

51 - 200 funcionários

🏥 Saúde

📦 Logística

⚕️ Seguro de Saúde

Healthcare • Logistics • Healthcare Insurance

A Phil, Inc. é uma empresa com a missão de simplificar o acesso a medicamentos para pacientes, ajudando-os a obter suas medicações de forma rápida, fácil e acessível. A empresa oferece a Plataforma PhilRx Digital Hub, que simplifica o acesso a medicamentos para pacientes e prestadores de serviços, apoiando fabricantes de varejo e de especialidades. A plataforma da Phil, Inc. foi projetada para melhorar os resultados de saúde, removendo barreiras e garantindo a dispensação eficiente de medicamentos, otimizando a cobertura e a adesão dos pacientes e apoiando os profissionais de saúde. Através de parcerias estratégicas, a Phil, Inc. ajuda a maximizar o valor dos programas de acesso para marcas de ciências da vida, ampliando o acesso dos pacientes e o engajamento dos provedores.

Descrição

• Lead the Client Engagement team handling escalations from manufacturer clients' field sales teams • Hire, onboard, develop, coach, and manage performance of Client Engagement professionals • Set ownership across ticket resolution, root cause analysis, and client-level follow-through • Own response time, SLA, first-pass resolution, reopen rate, and field representative satisfaction for human and AI agents • Run quality assurance on human and AI responses for accuracy and compliance with client program rules • Own the Knowledge Center, content, decision rules, and escalation guidance supporting human and AI responses • Partner with Operational Excellence and Engineering on AI triage and automation • Turn recurring escalations into actionable process, product, business-rule, or communication improvements • Ensure root causes are identified, accountable owners assigned, and cross-functional follow-through completed • Prepare field representative escalation processes for new program launches • Support field sales training on the program dashboard and field representative portal • Report to the VP, HCP Engagement and collaborate with Client Success, Operational Excellence, Strategic Operations, and Product

🎯 Requisitos

• Bachelor's degree or equivalent experience • Experience in client support, escalation management, or support operations, including managing people, ideally in healthcare or health-tech • Experience owning support KPIs such as SLA, resolution rate, and customer satisfaction • Experience driving cross-functional resolution of recurring issues with Product, Operations, and client-facing teams • Working knowledge of pharmacy access, including benefits verification, prior authorization, claim rejections, and copay support • Hands-on experience with Zendesk is nice to have • Experience with AI agents or automation in a support organization is nice to have • Hands-on experience with Jira and comfort with BI dashboards are nice to have • Experience supporting pharmaceutical field sales teams or manufacturer-sponsored programs is nice to have

🏖️ Benefícios

• Fully remote working environment available in eligible U.S. states • Competitive compensation • Medical, dental, and vision benefits • 401(k) contribution opportunity • Paid Parental Leave

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