Patient Support Team Lead | PHIL

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!

Summary:

The Patient Support Tier 1 Team Lead plays a critical role in driving daily operational excellence across the Tier 1 support team. This individual leads by example—balancing coaching, performance management, and patient-first service delivery to ensure high-quality support interactions and consistent team performance. The ideal candidate brings both pharmacy and leadership experience, is highly self-motivated, and proactively contributes to improving processes and workflows that enhance both the agent and patient experience.

Key Responsibilities:

• Supervise a team of Tier 1 Specialists to ensure adherence to productivity, quality, and schedule metrics
  

• Conduct bi-weekly 1:1s and ad-hoc check-ins to provide coaching, feedback, and development opportunities
  

• Monitor team performance using dashboards, QA audits, and Zendesk Explore data
  

• Lead virtual floor support, manage daily coverage, and handle patient escalations with professionalism and empathy

• Inspire and motivate agents to achieve high performance and maintain team morale.
  

• Collaborate with leadership on operational updates, policy changes, and process improvements
  

• Identify performance trends and support root cause analysis and action planning
  

• Participate in hiring decisions, onboarding, and performance evaluations
  

• Partner with training and QA teams to support agent development and calibration
  

• Attend weekly lead huddles and contribute insights on team needs, patient trends, and system improvements

Minimum Requirements:

• 1+ years of leadership experience in a call center, healthcare, or pharmacy operations environment
  

• 1+ years of pharmacy experience (e.g., mail order, retail, or specialty pharmacy)
  

• Previous call center experience required (inbound, outbound)
  

• Proven experience coaching agents, managing performance, and conducting QA reviews (having difficult conversations)
  

• Strong scheduling and time management skills for leading a remote team of 10+ agents
  

• Proficient with Zendesk or other ticketing/CRM platforms
  

• Experience using Excel for reporting and performance tracking
  

• Strong customer service, de-escalation, and written communication skills
  

• Ability to work independently, prioritize tasks, and adapt to change in a fast-paced environment
  

• Must have a HIPAA-compliant workspace, reliable internet, and the ability to work within core business hours (6 AM – 6 PM PST)

Preferred Qualifications:

• Pharmacy Technician license (current or previously held)
  

• Experience supporting multiple channels (phone, email, SMS)
  

• Background in training, QA, or project-based leadership within a healthcare or pharmacy setting
  

• Familiarity with Zendesk Guide, QA scorecards, and Google Workspace
  

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
  Fully remote working environment
  Competitive compensation (commensurate with experience)

• Full benefits (medical, dental, vision)

• 401(k) contribution opportunity

PHIL Inc. is an equal-opportunity employer.