Operations Manager, Patient Support

About PHIL

At PHIL, we’re on a mission to ensure every patient has access to the therapies they need to live a healthier life. We work behind the scenes to make complex specialty therapies easier to access and manage—for patients, providers, and life sciences partners. Our platform streamlines the prescription life cycle, automates fulfillment workflows, and helps patients start and stay on therapy.

We’re a Series D health-tech company backed by leading investors, and we’re growing fast. We’re building a collaborative, inclusive culture where people who are passionate about improving healthcare can thrive.

Job Title: Operations Manager, Patient Support
Department: Operations, Patient Support
Reports To: Patient Support Sr Manager or Director
Location: Remote, but located in Greater Phoenix area (some in-office time may be required)

Summary:

The Operations Manager for the Patient Support team oversees daily execution and contributes to long-range performance planning for the team responsible for resolving patient issues related to prescription access. This leader drives white-glove service across voice, email, and web-based support channels, by appropriately planning capacity across channels, owning the workflows, quality and performance accountability—ensuring patients receive timely, accurate, and high value support.

This role balances strategic program design with operational discipline, translating quality audit trends, contact patterns, and escalation signals into action plans that improve resolution speed, documentation accuracy, and patient experience at scale.

Key Responsibilities:

Performance Leadership & Operational Accountability

• 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.

Program Design & Systemic Improvement

• 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.

Minimum Qualifications

• 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

Ideal Qualifications

• 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)

Candidate Attributes:

• Empathetic and patient-focused

• Self-motivated and able to work independently without close supervision

• Proactively identifies and contributes to process improvements

• Confident in making data-driven decisions

• Collaborative and solutions-oriented

• Able to provide & receive constructive feedback with clarity and compassion

• Comfortable navigating ambiguity and leading through change

Benefits

• Ground floor opportunity with one of the fastest-growing startups in health-tech

• Competitive compensation (commensurate with experience)

• Full medical, dental, and vision benefits

• 401(k) contribution opportunity

• Paid time off and holiday schedule

PHIL is an Equal Opportunity Employer