Client Escalations Manager/Specialist

🕒 May 6

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Phil, Inc.

WebsiteLinkedInAll Job Openings

51 - 200 employees

⚕️ Healthcare Insurance

☁️ SaaS

🧬 Biotechnology

Healthcare Insurance • SaaS • Biotechnology

Phil, Inc. is a company on a mission to simplify medication access for patients by helping them receive their medications quickly, easily, and affordably. The company offers the PhilRx Digital Hub Platform, which streamlines medication access for patients and providers, supporting retail and specialty-lite manufacturers. Phil, Inc. 's platform is designed to improve health outcomes by removing barriers and ensuring efficient medication dispensing, optimizing coverage and patient adherence, and supporting healthcare providers. Through strategic partnerships, Phil, Inc. helps maximize the value of access programs for life sciences brands, enhancing patient access and provider engagement.

📋 Description

• 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 (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 pharmacy

🎯 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

🏖️ Benefits

• Ground floor opportunity with one of the fastest-growing startups in health-tech • Fully remote working environment • Competitive compensation (commensurate with experience) • Full benefits (medical, dental, vision) • 401(k) contribution opportunity