Client Escalations Specialist

Client Escalations SpecialistPHIL is seeking a highly driven and solutions-oriented Client Escalations Specialist to support our growing Commercial and Client Success teams. This role is critical in responding to high-priority sales and client escalations, ensuring timely resolution and driving confidence across our sales organization.This position will focus on managing complex prescription and access-related issues, coordinating cross-functional resolution efforts, and improving escalation workflows to support scale. Reporting to the Vice President of Healthcare Provider Engagement, you will serve as a key bridge between Sales, Operations, and external stakeholders to ensure a seamless experience and protect client relationships.ResponsibilitiesServe as the primary point of contact for high-priority sales and client escalations, ensuring timely, high-quality resolution in line with SLAsPartner closely with Client Success team to drive confidence and enable account growth through responsive, solution-oriented escalation managementCoordinate cross-functional efforts across Operations, Pharmacy Support, and other internal teams to resolve complex prescription and access issuesIdentify root causes of recurring escalations and partner with internal teams to drive process improvements and reduce future volume of escalationsMaintain clear and proactive communication with stakeholders, including internal teams, prescribers, and payer/pharmacy partners as neededSupport the evolution of escalation workflows, documentation, and tooling to improve efficiency and scalability as the business growsContribute to staffing and operational planning by identifying trends in escalation volume, particularly during key growth moments (e.g., new client launches, salesforce expansion)Leverage expertise in pharmacy processing to accurately diagnose claim rejections (e.g., plan benefit exclusions, prior authorization requirements, or network restrictions) and identify whether the resolution requires intervention from the insurance payer, provider office, or partner pharmacyQualificationsBachelor's degree in Business, Healthcare Administration, or a related field (or equivalent experience)47+ years of experience in client support, escalation management, operations, or a similar function, preferably in healthcare or health-techStrong problem-solving skills with the ability to navigate ambiguity and manage complex, high-stakes situationsExperience working cross-functionally with Sales, Operations, and external stakeholders in a fast-paced environmentExcellent communication skills, with the ability to manage sensitive situations and maintain trust with internal and external partnersProven ability to prioritize effectively and manage multiple escalations simultaneously while meeting SLAsData-driven mindset with experience identifying trends and driving process improvementsBenefitsGround floor opportunity with one of the fastest-growing startups in health-techFully remote working environmentCompetitive compensation (commensurate with experience)Full benefits (medical, dental, vision)401(k) contribution opportunityPHIL Inc. is an equal-opportunity employer.