---
title: 'Patient Support Specialist at PHIL'
canonical: 'https://feeny.ai/job/patient-support-specialist-phil-remote-mkndvwv9hcwc'
type: 'job'
last_seen: '2026-09-13'
---

# Patient Support Specialist at PHIL

- **Company:** PHIL
- **Location:** Remote
- **Compensation:** $20–$21/hr
- **Employment:** full-time
- **Work type:** remote
- **Posted:** 2026-03-20
- **Last confirmed live:** 2026-09-13
- **Apply:** https://jobs.ashbyhq.com/Phil/2ca8023a-a2e3-4b3a-b258-62b005e1a6a2/application

**Skills:** Zendesk, Knowledgebase navigation, Computer hardware and networks, Software system navigation, Call center experience, Healthcare industry experience, Insurance experience inquiries

> The Patient Support Tier 1 Specialist handles inbound phone, email, and SMS inquiries regarding PhilRx processes and prescriptions. Responsibilities include resolving patient issues, providing technical support for accounts, and ensuring high CSAT ratings while adhering to strict performance metrics.

## Job description

Patient Support Tier 1 Specialist Description, and ideal candidate description: Tier 1 specialists handle all phone calls, emails, and SMS messages from patients answering questions about PhilRx, the PhilRx process, or about their specific prescription order. This includes status updates, pricing explanations, technical support with the My.Phil account, enrollment support, outbound calls/emails to collect additional required information, etc.

Tier 1 specialists work collaboratively with the Psup leadership and PhilRx teams to resolve issues in a timely manner. They are expected to be capable of reviewing and understanding the status of an order quickly to educate the patient in response to their inquiry.

The ideal candidate will be one who can navigate multiple software systems quickly and easily, has excellent written and verbal communication skills, and is adaptable, open to feedback, and would do anything within policy and reason to help get the situation solved for the patient. The ideal candidate must also be resilient, and not take patient anger or frustration personally.

Responsibilities:

- Be signed into Zendesk, and consistently working in the ticket and phone queues assigned by your team lead.
- Use your resources in the Zendesk Guide knowledgebase to locate the answers to patient questions, and for process steps to complete work.
- When unable to locate documentation, ask for support using chat groups in order to provide a timely response to the patient.
- Minimum performance metrics required after 90 days of work:
- Obtain 85% or better CSAT ratings
- Achieve less than 1% error rate
- Complete 10 tickets/calls per hour
- Adhere to the published work schedule >94% of the time
- Other metrics may be assigned upon management discretion

Requirements:

- Minimum 1 year of customer support experience (call center experience is preferred).
- Minimum 1 year of healthcare experience, preferably in enrollments or insurance
- Strong attention to detail, with experience in an environment with low/no tolerance for errors
- Strong phone presence with exemplary customer service skills
- Strong written comprehension and written communication skills
- Capable of quickly searching knowledgebase to locate answers
- Familiar with following complex processes, and navigating multiple software systems during their workday
- Must have a good understanding of computers, hardware, networks, etc.
- Adaptable to swift changes
- Open to giving and receiving feedback graciously and professionally

Schedule:

- Patient Support Business Hours are 6a-6p PST Monday-Friday, and 6a-3p PST on Saturdays, Sundays and holidays. We are open 365 days per year. Employees must be available for any shift within business hours, but employees are provided a regular shift that would only change with notice.
- Overtime may be available, and will occasionally be required.
- Holiday work may be required if there aren’t enough volunteers to cover the shift.

Benefits:

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

## About PHIL

## Company Overview
- **One-liner**: PHIL is a healthcare technology company that provides a digital hub and direct-to-patient platform to help pharmaceutical manufacturers streamline medication access, improve affordability, and enhance patient outcomes.
- **Entity Type**: Private (Debt-financed; total raised $186.1M)
- **Headquarters**: Scottsdale, Arizona, United States
- **Founded**: 2015
- **Founders**: Deepak Thomas (CEO) and Puran Singh (Co-Founder, Vice President Engineering)

## Core Business
- **Primary industry**: Healthcare technology (health IT for pharma)
- **Target customers**: B2B – primarily pharmaceutical manufacturers; also serves patients and healthcare providers through the platform
- **Mission statement**: “We’re on a mission to simplify medication access for all.”

## Products & Services
- **Prior Authorization & Coverage**: AI-powered tools to streamline prior authorization workflows, including 1-click PA submissions, copay support, and financial assistance.
- **Digital Patient Engagement**: A branded, end-to-end digital experience for patients – from intake and routing to dispensing and refill reminders – designed to drive adherence and satisfaction.
- **Integrated Dispense Network & Wholesale**: A nationwide pharmacy network offering commercial and cash dispensing, fast fulfillment, free shipping, and refill reminders.
- **Data & Insights Platform**: Advanced analytics, AI-powered workflows, and a dedicated Client Insights team to surface opportunities for improving patient outcomes and brand performance.
- **PHILRx Portal**: Patient-facing and provider-facing portals for prescription access, tracking, and management.

## Market Standing
- **Valuation**: Not publicly disclosed.
- **Key Financial Metric**: Total funding of $186.1M (including a $60M debt round closed April 21, 2026).
- **Notable Investors**: K2 HealthVentures, Warburg Pincus, Uncork Capital, Crosslink Capital, GreatPoint Ventures, and 17+ others.
- **Growth Signals**:
  - 20x growth in cash dispenses in 2025.
  - Expanded nationwide dispensing network – licensed in all 50 states – serving over 1 million patients annually.
  - Key performance outcomes: 42% reduction in time to fill, 36% decrease in abandonment, 77% refill rate, 86% dispensed rate among enrolled patients.
  - Headcount of ~202 employees (as of most recent data).

## Competitive Advantages
- **End-to-End Platform**: A single digital hub covering prior authorization, patient engagement, dispensing, and analytics – reducing fragmentation.
- **AI-Powered Workflows**: Automated prior authorizations, data insights, and program optimization that improve speed and accuracy.
- **Integrated Dispense Network**: Proprietary nationwide network with both commercial and cash capabilities, enabling faster fulfillment and lower costs.
- **Proven Outcomes**: Documented improvements in patient starts, coverage, and adherence (e.g., 92% enrollment rate, 74% pull‑through rate, +18pt payer behavior improvement).

## Strategic Focus
- **Scaling Direct-to-Patient (DTP) Fulfillment**: Investing in state‑of‑the‑art cash dispensing capabilities to meet explosive demand (20x growth in 2025) and support all‑time‑high prescription volumes.
- **Building Commercial Advantage**: Using advanced data, AI, and dedicated client insights to help pharma brands optimize access programs and improve commercial performance.
- **Expanding the Network**: Growing the pharmacy and wholesale network to ensure nationwide coverage and capacity for future scale.

## Why Work Here
- **Mission‑Driven Environment**: Opportunity to directly improve patient access to medications and reduce healthcare costs.
- **High‑Growth Trajectory**: Rapidly expanding company (3x+ revenue growth, 20x cash dispense growth) with significant investment and scale.
- **Technology‑Forward**: Work with AI, data analytics, and modern digital health infrastructure.
- **Location**: Corporate headquarters in Scottsdale, AZ (the office is at 14500 N Northsight Blvd, Suite 307). The company appears to be office‑based, though specific remote/hybrid policies are not publicly stated.
- **Culture**: Leadership team includes experienced executives from healthcare, technology, and operations. Company surveys show high patient and partner satisfaction (“industry‑leading satisfaction scores”).

## Sources
1. [phil.us](https://phil.us/)
2. [phil.us/careers](https://phil.us/careers/)
3. [phil.us/leadership](https://phil.us/leadership/)
4. [cbinsights.com (Phil profile)](https://www.cbinsights.com/company/phil)
5. [businesswire.com (Debt round & cash dispense investment)](https://www.businesswire.com/news/home/20260421670832/en/)

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