Client Engagement Specialist

PHIL • San Francisco, CA

115d

About The Position

PHIL is seeking a Client Engagement Specialist to play a key role in ensuring timely prescription processing and driving positive patient outcomes. This role will focus on reviewing and resolving prescription-level issues, collaborating across teams, and providing direct support to manufacturer partners. Reporting to the Client Engagement leadership team, you will manage escalations, strengthen client relationships, and deliver exceptional service through timely communication, reporting, and education.

Requirements

• Bachelor’s degree or equivalent experience.
• Minimum 2+ years of client-facing support experience in healthcare or technology, with strong communication and problem-solving skills.
• Demonstrated ability to collaborate cross-functionally to resolve script-level and client-level issues efficiently.
• Strong analytical thinking with the ability to identify patterns and root causes in workflows.
• Excellent written and verbal communication skills, with a focus on clarity, empathy, and professionalism.
• Adaptable and proactive problem-solver with a collaborative, team-first mindset.

Nice To Haves

• Background in pharmacy or healthcare operations preferred.
• Experience with Lean, Six Sigma, or other process improvement methodologies (preferred).
• Prior experience as a pharmacy technician, including use of proprietary systems to process prescriptions (preferred).

Responsibilities

• Review and resolve script-level tickets to ensure proper processes are followed; correct and reprocess as needed.
• Monitor and manage the support ticket queue to ensure timely resolution of incoming issues.
• Serve as the first-line point of contact for manufacturer partners, providing real-time updates and proactive support via phone, email, and virtual meetings.
• Lead and participate in client operational meetings to address escalations, share updates, and resolve challenges.
• Identify and escalate high-risk scripts and troubleshoot problems in collaboration with internal teams.
• Partner with Client Engagement leadership to evaluate processes, identify efficiencies, and drive scalable improvements.
• Support onboarding and training of internal stakeholders and new employees to ensure workflow consistency.
• Accurately document customer interactions, issues, and resolutions in CRM and ticketing systems.

Benefits

• Ground floor opportunity with one of the fastest-growing startups in health-tech
• Fully remote working environment
• Competitive compensation (commensurate with experience)
• Full benefits (medical, dental, vision)
• 401(k) contribution opportunity

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Bachelor's degree
• Number of Employees: 101-250 employees