Clinical Support Specialist Tier 1
Role Overview
This entry-level Clinical Support Specialist role involves handling 40-60 daily inquiries in a fast-paced pharmacy call center, managing inbound calls and outbound outreach to healthcare providers, insurance companies, and pharmacies. Responsibilities include supporting prescription processing, prior authorizations, order updates, and resolving urgent issues, with a focus on clear communication and customer service. The role offers structured training and growth into more complex tasks, impacting patient access to medications through efficient workflow coordination.
Perks & Benefits
This is a fully remote position with competitive compensation and full benefits including medical, dental, vision, and a 401(k). It provides ground-floor opportunities at a fast-growing health-tech startup, with structured training, clear development pathways, and exposure to process improvement and cross-functional collaboration. The role likely requires standard business hours in the employee's time zone, fostering a mission-driven and collaborative team culture focused on innovation in healthcare.
Full Job Description
Company Overview
Founded in 2015, PHIL is a Series D health-tech startup that is building a platform that interfaces between doctors, pharmacies, and patients to streamline the process of patients receiving prescriptions. This is a complex, archaic industry, and we've set out to change that.
PHIL's B2B2C platform provides an end-to-end prescription management and delivery service. Our robust platform connects patients, prescribers, pharmacies, and manufacturers, enabling easy and affordable access to medicine.
Through its digital stakeholder experiences, patient access services, market access solutions, and distribution models, pharma manufacturers can deliver affordable and timely therapy access to patients, resulting in more patients staying on their treatment plans longer. Consequently, pharma manufacturers are enabled for more innovation.
The team at PHIL is a group of like-minded individuals from varying backgrounds, passionate about creating a new and innovative healthcare platform that is focused on patient experience and overall human wellbeing. Ready to join our team of mission-driven, analytical, and passionate people? Keep reading!
Position Overview
At PHIL, our Clinical Support Associates serve as the first line of contact for provider offices, partner pharmacies, and payers—helping ensure patients receive timely, accurate support throughout the prescription process. This entry-level role operates in a high-volume, fast-paced pharmacy call center environment, where associates manage approximately 40–60 inquiries per day.
In this fully remote position, you will handle inbound calls, conduct outbound outreach to healthcare companies, insurance providers, and partner pharmacies, and provide real-time status updates to healthcare providers via phone and email. Responsibilities include supporting prescription processing workflows, assisting with prior authorizations, processing orders, and maintaining clear communication across stakeholders.
You’ll receive structured training, hands-on team support, and clear development pathways to build foundational knowledge in pharmacy operations and benefits coordination—growing into more complex responsibilities over time. Additionally, the team has opportunities to pilot new outreach initiatives as business needs evolve, offering exposure to process improvement and cross-functional collaboration.
Responsibilities
Respond to inbound inquiries from providers, medical office staff, and payers by phone, email, and internal messaging
Support providers with real-time order status updates, prescription processing steps, and plan-specific requirements
Triage escalations and resolve urgent or complex order-level issues efficiently
Clearly communicate program requirements, expected copays, and processing timelines
Coordinate with internal partners and external pharmacy networks to remove order bottlenecks
Guide provider teams through billing issues, prior authorizations, tier exceptions, and appeals
Use professionalism, de-escalation and active listening skills to manage provider frustrations and keep communication productive
Log updates across internal systems accurately and on time
Identify common workflow issues and share insights to improve team processes
Superb written documentation of services provided in all cross-functional systems
Required Qualifications
Active Board of Pharmacy license in the State of Residency.
Active Pharmacy Technician Certification Board (PTCB) certification
Minimum 2 years of pharmacy technician experience and use of proprietary software to process prescriptions
Strong understanding of pharmacy claims processes and coverage workflows
Skilled in managing multiple digital platforms and navigating cross-system tasks
Clear and professional verbal and written communication skills
Ability to provide excellent customer service via inbound communication (calls and emails)
Willingness and ability to learn operational workflows to quickly determine root cause
Collaborative mindset with willingness to take guidance and feedback
Benefits:
Ground floor opportunity with one of the fastest-growing startups in health-tech
Competitive compensation (commensurate with experience)
Full benefits (medical, dental, vision)
401(k)
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