Clinical Outreach Specialist

Clinical Outreach Specialist | PHIL

Location: Remote role

About the Company:

Founded in 2015, PHIL is a San Francisco-based, Series D health-tech startup that is building a platform that interfaces between doctors, pharmacies, and patients to streamline the process of patients receiving their specialty pharmaceutical prescriptions. 

Our mission is to ensure consistent, reliable, and affordable access to prescribed medicines for our patient community. Partnering with pharmaceutical manufacturers, PHIL offers digital patient access services to improve health outcomes for patients across the U.S. by delivering affordable and timely access to higher-cost specialty therapeutics. Headquartered in Scottsdale, AZ with operational hubs in Scottsdale and Columbus, OH, the company currently employs over 120 individuals and expects to double its employee base in the coming year. 

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 the prescriber and patient experience. Ready to join our team of mission-driven, analytical, and passionate people? Keep reading!

Position Overview 

The Clinical Outreach Specialist role will help drive PHIL’s engagement with the Health Care Providers (HCPs) who prescribe medicines to our patients. You will be a part of a dedicated team focused on expanding PHIL’s HCP relationships by directly engaging with HCPs and their offices – from developing rapport with office staff and understanding office protocols to educating them on PHIL processes to introducing them to new product launches on the PHIL platform. A successful candidate will be able to maintain a “customer service” mindset and approach in all interactions with physicians and office staff. You will be able to understand PHIL’s internal processes and clearly explain them to offices. You will be responsible for responding to office feedback, identifying opportunities for improvements, and working with internal teams to develop solutions. You will be able to readily learn new information and adjust daily activities as we implement new office engagement strategies and introduce new programs.

Key Responsibilities

• Provide excellent customer service by communicating effectively with prescribers and office staff via phone call and digital message formats

• Provide effective cold call outreach to build office relationships and maintain ongoing rapport with offices and physicians

• Understand and explain end-to-end prescription lifecycle to provider offices  with appropriate level of detail

• Understand and explain program-level rules, expected patient copays, and expected processing timelines and be able to accurately and clearly explain to prescribers and office staff

• Provide best practices to pursue coverage for patients via the prior authorization process

• Triage, resolve, and respond to order-related escalations or one-off requests

• De-escalate providers by using active listening, determining the correct root cause, and reassuring HCPs about solutions and our ability to serve 

• Recommend solutions for internal teams at PHIL based on feedback to prevent errors and improve Health Care Partners experience

• Understand needs of HCPs based on their patient population and behavior and recommend effective solutions to increase medication access for patients

Ideal Candidate Background and Competencies 

• Prior experience working in physician offices or other healthcare delivery environments

• Prior experience with electronic health record (EHR) platforms

• Has a working understanding of medical prescription processing, including electronic prescription submission and prior authorization processing

• Experience in making cold outreach calls 

• Strong interpersonal skills to engage with offices and develop good working rapport with office staff and physicians alike

• Willingness to learn and understand operational workflows in order to quickly determine root causes and to help suggest solutions

• Can pinpoint and diagnose feedback from HCPs and turn it into meaningful and actionable insights to drive improvements across the organization 

• Can communicate professionally and courteously to reduce HCP churn and improve patient outcomes

• Solution-oriented approach to find sustainable solutions for our HCPs 

• Excellent written and oral (phone) communication skills

• Team player who wants to help build up others 

• Ability to be flexible in daily work activities as strategies and program needs change

Benefits:

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

• Fully remote working environment in these states: AZ, CA, CO, FL, GA, IA, ID, IL, IN, MA, MI, MO, NC, NH, NJ, NY, OH, OK, OR, PA, SC, TN, TX, UT, VA, WA, WI, WV (occasional travel may be required)

• Competitive compensation (commensurate with experience) 

• Full benefits (medical, dental, vision)

• 401(k)

PHIL Inc. is an equal-opportunity employer.