Client Escalations Manager/Specialist

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Phil, Inc.

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51 - 200 employés

⚕️ Assurance santé

☁️ SaaS

🧬 Biotechnologie

Healthcare Insurance • SaaS • Biotechnology

Phil, Inc. est une entreprise dont la mission est de simplifier l'accès aux médicaments pour les patients en les aidant à recevoir leurs médicaments rapidement, facilement et à moindre coût. L'entreprise propose la plateforme PhilRx Digital Hub, qui simplifie l'accès aux médicaments pour les patients et les prestataires, en soutenant les fabricants de produits de détail et de spécialité légère. La plateforme de Phil, Inc. est conçue pour améliorer les résultats de santé en éliminant les obstacles et en assurant une délivrance efficace des médicaments, en optimisant la couverture et l'adhésion des patients, et en soutenant les prestataires de soins de santé. Grâce à des partenariats stratégiques, Phil, Inc. aide à maximiser la valeur des programmes d'accès pour les marques des sciences de la vie, en améliorant l'accès des patients et l'engagement des prestataires.

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

🎯 Exigences

• 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

🏖️ Avantages

• 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