Clinical Support Specialist

Position Overview

At PHIL, our Clinical Support Associates serve as the first line of contact for provider offices, partner pharmacies, and payers—helping ensure patients receive timely, accurate support throughout the prescription process. This entry-level role operates in a high-volume, fast-paced pharmacy call center environment, where associates manage approximately 40–60 inquiries per day.

Responsibilities

• Respond to inbound inquiries from providers, medical office staff, and payers by phone, email, and internal messaging
• Support providers with real-time order status updates, prescription processing steps, and plan-specific requirements
• Triage escalations and resolve urgent or complex order-level issues efficiently
• Clearly communicate program requirements, expected copays, and processing timelines
• Cook with internal partners and external pharmacy networks to remove order bottlenecks
• Guide provider teams through billing issues, prior authorizations, tier exceptions, and appeals
• Use professionalism, de-escalation and active listening skills to manage provider frustrations and keep communication productive
• Log updates across internal systems accurately and on time
• Identify common workflow issues and share insights to improve team processes
• Superb written documentation of services provided in all cross-functional systems

Required Qualifications

• Active Board of Pharmacy license in the State of Residency
• Active Pharmacy Technician Certification Board (PTCB) certification
• Minimum 2 years of pharmacy technician experience and use of proprietary software to process prescriptions
• Strong understanding of pharmacy claims processes and coverage workflows
• Skilled in managing multiple digital platforms and navigating cross-system tasks
• Clear and professional verbal and written communication skills
• Able to provide excellent customer service via inbound communication (calls and emails)
• Willingness and ability to learn operational workflows to quickly determine root cause
• Collaborative mindset with willingness to take guidance and feedback