Operations Manager, Patient Support at PHIL, Inc.

As an Operations Manager for Patient Support at PHIL, Inc., you will be responsible for overseeing the daily execution and contributing to the long-range performance planning for the patient support team. This role is critical in ensuring that patients receive timely, accurate, and high-value support regarding their prescription access. You will drive a "white-glove" service approach across voice, email, and web-based support channels by meticulously planning capacity, owning workflows, and maintaining accountability for quality and performance. This position requires a blend of strategic program design and operational discipline, translating quality audit trends, contact patterns, and escalation signals into actionable plans to enhance resolution speed, documentation accuracy, and the overall patient experience at scale. This role involves managing and developing team leads, guiding them in performance management, coaching, coverage, and escalation handling. You will also be responsible for identifying and implementing initiatives to improve resolution effectiveness and systemic efficiency. The Operations Manager will develop and implement operational workflows and programs to enhance consistency, reduce escalations, and improve the service experience. Utilizing feedback loops and internal review mechanisms, you will proactively evolve Standard Operating Procedures (SOPs), training programs, coaching materials, and documentation. Regular reporting on programmatic success and team trends will be essential for strategic planning and resource alignment.