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About the Role

PHIL is seeking a driven Client Escalations Specialist to support 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. You will manage complex prescription and access-related issues, coordinate cross-functional resolution efforts, and improve escalation workflows.

Responsibilities

Serve as the primary point of contact for high-priority sales and client escalations, ensuring timely, high-quality resolution in line with SLAs
Partner closely with Client Success team to drive confidence and enable account growth through responsive, solution-oriented escalation management
Coordinate cross-functional efforts across Operations, Pharmacy Support, and other internal teams to resolve complex prescription and access issues
Identify root causes of recurring escalations and partner with internal teams to drive process improvements and reduce future volume of escalations
Maintain clear and proactive communication with stakeholders, including internal teams, prescribers, and payer/pharmacy partners as needed
Support the evolution of escalation workflows, documentation, and tooling to improve efficiency and scalability as the business grows
Contribute to staffing and operational planning by identifying trends in escalation volume, particularly during key growth moments
Leverage expertise in pharmacy processing to accurately diagnose claim rejections and identify resolution requirements

Requirements

Bachelor’s degree in Business, Healthcare Administration, or a related field (or equivalent experience)
4–7+ years of experience in client support, escalation management, operations, or a similar function, preferably in healthcare or health-tech
Strong problem-solving skills with the ability to navigate ambiguity and manage complex, high-stakes situations
Experience working cross-functionally with Sales, Operations, and external stakeholders in a fast-paced environment
Excellent communication skills, with the ability to manage sensitive situations and maintain trust with internal and external partners
Proven ability to prioritize effectively and manage multiple escalations simultaneously while meeting SLAs
Data-driven mindset with experience identifying trends and driving process improvements

Skills

Client support
Escalation management
Operations
Problem-solving
Cross-functional collaboration
Communication
Prioritization
Data analysis
Pharmacy processing
Claim rejection diagnosis

Location

Remote

Work Type

Fully remote

Experience Level

4-7+ years

Education Level

Bachelor's degree

Salary/Compensations

Competitive compensation (commensurate with experience)

Benefits

Ground floor opportunity with one of the fastest-growing startups in health-tech
Fully remote working environment
Competitive compensation
Medical
Dental
Vision
401(k) contribution opportunity

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 prescription processes.
PHIL’s B2B2C platform provides an end-to-end prescription management and delivery service, connecting patients, prescribers, pharmacies, and manufacturers.
The team at PHIL is passionate about creating an innovative healthcare platform focused on patient experience and overall human wellbeing.

Equal Opportunity

PHIL Inc. is an equal-opportunity employer.