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.