Job Description
Lead clinical support operations to ensure high-quality service delivery, operational readiness, and adherence to regulatory and internal standards. Manage and coach frontline agents, conduct QA reviews, and maintain coverage and readiness across all communication channels. Reinforce white-glove service expectations across tone, clarity, and professionalism in all external communications. Execute SOPs, coaching programs, and QA feedback loops to improve service resolution and documentation quality. Apply audit and trend insights to recommend and implement workflow improvements. Collaborate cross-functionally to triage escalations and develop mitigation plans. Report on team performance and escalate systemic risks or blockers to leadership. Support the design and rollout of performance dashboards, SOPs, and training materials.
About PHIL Inc.
Founded in 2015, PHIL is a Series D health-tech startup that is building a platform that interfaces between doctors, pharmacies, and patients.