Patient Support Manager

Posted 4 days agoViewed

💎 Seniority level: Manager, 3-5 years

🔍 Industry: Health-tech

🏢 Company: PHIL

🗣️ Languages: English

⏳ Experience: 3-5 years

Requirements:

3-5 years of management experience in pharmacy services, healthcare operations or high-volume contact center environments

Proven ability to lead teams in regulated environments with complex workflows and licensed personnel

Experience developing operational programs and coaching structures

Demonstrated ability to interpret data trends and translate them into scalable process improvements

Collaborative team player with demonstrated ability to positively motivate teams and provide result driven constructive feedback

Strong verbal and written communication skills

Responsibilities:

Lead daily performance execution across clinical support workflows, ensuring delivery of white-glove service, team readiness, policy adherence, resolution and documentation accuracy, and scheduling coverage.

Ensure white-glove behavioral standards—tone, language, clarity, professionalism—across all interactions

Conduct performance 1:1s and reviews to address overall performance, trend-level gaps, drive accountability, and assess member to role expectations

Support team leads and guide team in performance management, coaching, coverage, escalation handling, and documentation review

Maintain operational readiness with internal audits and regulatory reviews

Act as escalation owner for issues that require interdepartmental coordination, cross-system resolution, or root cause analysis.

Identify and translate performance trends into targeted initiatives that improve resolution effectiveness, agent readiness, and systemic efficiency.

Develop and implement operational workflows and programs that improve resolution and documentation consistency, reduce escalation volume, and enhance service experience

Use feedback loops and internal review mechanisms to proactively evolve and develop SOPs, training programs, coaching materials, and macro documentation.

Report on programmatic success and team trends to contribute to strategic planning and resource alignment.

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