Remote Escalations Specialist, Healthtech Growth

PHIL, Inc.; United States; On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Ground floor opportunity

Fully remote

Competitive compensation

Full benefits

401(k) contribution

Job summary

PHIL, Inc. is seeking a highly driven Client Escalations Specialist to support our Commercial and Client Success teams.

This role focuses on managing complex prescription and access-related issues, responding to high-priority escalations, and ensuring timely resolution to protect client relationships. Reporting to the Vice President of Healthcare Provider Engagement, you will coordinate cross-functional efforts with Sales, Operations, Pharmacy Support, and payer/pharmacy partners, while

Qualifications

• Bachelor’s degree or equivalent experience in a related field.
• 4–7+ years in client support, escalation management, operations, or similar.
• Strong problem-solving abilities and capacity to handle high-stakes situations.
• Experience working cross-functionally with Sales, Operations, and external stakeholders.
• Excellent communication and relationship-management skills.
• Proven ability to prioritize and manage multiple escalations against SLAs.
• Data-driven mindset with trend analysis and process improvement experience.

Responsibilities

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

Skills

Escalation management

Cross-functional collaboration

Communication skills

Healthcare knowledge

Education

Bachelor’s degree in Business, Healthcare Administration, or related field

Job description

PHIL, Inc. is seeking a highly driven Client Escalations Specialist to support our Commercial and Client Success teams.

This role focuses on managing complex prescription and access-related issues, responding to high-priority escalations, and ensuring timely resolution to protect client relationships. Reporting to the Vice President of Healthcare Provider Engagement, you will coordinate cross-functional efforts with Sales, Operations, Pharmacy Support, and payer/pharmacy partners, while