Manager, Client Engagement

Job not on LinkedIn

🔥 0 minutes ago

🌵 Arizona, California, +25 more states – Remote

🌵 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

💵 $80k - $120k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 0%

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Phil, Inc.

WebsiteLinkedInAll Job Openings

51 - 200 employees

🏥 Healthcare

📦 Logistics

⚕️ Healthcare Insurance

Healthcare • Logistics • Healthcare Insurance

Phil, Inc. is a company on a mission to simplify medication access for patients by helping them receive their medications quickly, easily, and affordably. The company offers the PhilRx Digital Hub Platform, which streamlines medication access for patients and providers, supporting retail and specialty-lite manufacturers. Phil, Inc. 's platform is designed to improve health outcomes by removing barriers and ensuring efficient medication dispensing, optimizing coverage and patient adherence, and supporting healthcare providers. Through strategic partnerships, Phil, Inc. helps maximize the value of access programs for life sciences brands, enhancing patient access and provider engagement.

📋 Description

• 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

🎯 Requirements

• 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

🏖️ Benefits

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