Remote HealthTech Client Engagement Manager

PHIL; Town of King (WI); À distance; USD 120 000 - 160 000; Plein temps

Avantages offerts par ce poste

Full benefits (medical, dental, vision

Résumé du poste

PHIL is a Healthtech company building a patient-centric hub and fulfillment platform to improve medication access. We seek a Manager of Client Engagement to lead escalations from manufacturer field teams and drive cross-functional resolution.

This role emphasizes people leadership, process improvement, and proactive prevention of issues. You will own ticket performance, knowledge content, AI triage, and cross-functional collaboration with Product and Ops.

Qualifications

• Led support or escalations teams in a hub, specialty pharmacy, patient services program, or health-tech.
• Experience in client support, escalation management, or support operations, including managing people.
• Owned support KPIs (SLA, resolution rate, CSAT) and improved them through process changes.
• Drove cross-functional resolution with Product, Operations, and client-facing teams.
• Customer-focused mindset; used quality reviews and a knowledge base to deliver consistent service.
• Knowledge of pharmacy access: benefits verification, prior authorization, claims, and copay support.
• Led with data and clarified ownership; separated one-off issues from systemic problems.
• Hands-on with Zendesk.
• Experience with AI agents or automation in support.
• Experience with Jira and BI dashboards for insights.
• Experience supporting pharmaceutical field sales teams or manufacturer programs.

Responsabilités

• Lead the team that handles escalations from manufacturer clients' field sales teams and drive cross-functional resolution.
• Own ticket response time, SLA, first-pass resolution, and field rep satisfaction for team and AI agents.
• Own Knowledge Center and escalation guidance that support human and AI responses; partner with Ops and Engineering to implement AI triage.
• Launch readiness and field education; support field sales training on program dashboards and field rep portal.

Connaissances

Escalation leadership

Health-tech experience

People management

SLA ownership

Root cause analysis

Cross-functional collaboration

Customer experience

Pharmacy access knowledge

Zendesk

AI automation

Jira & BI dashboards

Formation

Bachelor's degree or equivalent experience

Outils

Zendesk

Jira

BI dashboards

Description du poste

PHIL is a Healthtech company building a patient-centric hub and fulfillment platform to improve medication access. We seek a Manager of Client Engagement to lead escalations from manufacturer field teams and drive cross-functional resolution.

This role emphasizes people leadership, process improvement, and proactive prevention of issues. You will own ticket performance, knowledge content, AI triage, and cross-functional collaboration with Product and Ops.