Remote Client Escalations Specialist - HealthTech Growth

phil; United States; Remote; USD 90,000 - 130,000; Full time

Benefits offered by this job

Fully remote

Medical/Dental/Vision

401(k)

Job summary

PHIL is seeking a highly driven Client Escalations Specialist to support its Commercial and Client Success teams. You will manage high-priority escalations, coordinate cross-functional resolution efforts, and improve workflows to scale.

Reporting to the VP of Healthcare Provider Engagement, you will bridge Sales, Operations, and external stakeholders to protect client relationships. The role emphasizes resolving complex prescription and access issues, maintaining clear communication, and driving

Qualifications

• 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.

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 (e.g., new client launches, salesforce expansion).
• Leverage expertise in pharmacy processing to accurately diagnose claim rejections and identify whether the resolution requires intervention from the insurance payer, provider office, or partner pharmacy.

Skills

Problem solving

Communication

Prioritization

Data analysis

Stakeholder management

Education

Bachelor's degree

Job description

PHIL is seeking a highly driven Client Escalations Specialist to support its Commercial and Client Success teams. You will manage high-priority escalations, coordinate cross-functional resolution efforts, and improve workflows to scale.

Reporting to the VP of Healthcare Provider Engagement, you will bridge Sales, Operations, and external stakeholders to protect client relationships. The role emphasizes resolving complex prescription and access issues, maintaining clear communication, and driving