Client Escalations Specialist

About the Company

Founded in 2015, PHIL is a Series D health-tech startup building a platform that interfaces between doctors, pharmacies, and patients to streamline the prescription process. Their B2B2C platform provides end-to-end prescription management and delivery services to enable affordable and timely therapy access.

Responsibilities

• Serve as the primary point of contact for high-priority sales and client escalations
• Partner with the Client Success team to drive account growth through responsive escalation management
• Coordinate cross-functional efforts across Operations and Pharmacy Support to resolve complex prescription issues
• Identify root causes of recurring escalations and drive process improvements
• Maintain proactive communication with internal teams, prescribers, and payer/pharmacy partners
• Support the evolution of escalation workflows, documentation, and tooling
• Leverage expertise in pharmacy processing to diagnose claim rejections and identify necessary interventions

Requirements

• Bachelor’s degree in Business, Healthcare Administration, or related field
• 4–7+ years of experience in client support, escalation management, or operations
• Experience in healthcare or health-tech preferred
• Strong problem-solving skills and ability to navigate ambiguity
• Experience working cross-functionally with Sales and Operations
• Excellent communication skills for managing sensitive situations
• Ability to prioritize multiple escalations while meeting SLAs
• Data-driven mindset for identifying trends and driving improvements

Benefits

• Fully remote working environment
• Competitive compensation
• Full benefits (medical, dental, vision)
• 401(k) contribution opportunity