Client Escalations Manager/Specialist

Phil, Inc.

Client Escalations Specialist managing complex sales and client issues in a health-tech startup. Focusing on improving escalation workflows and ensuring timely resolutions with cross-functional teams.

Posted 5/6/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSenior💰 $50,000 - $65,000 per yearWebsite

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

escalation managementpharmacy processingclaim diagnosisprocess improvementsdata analysis

Soft Skills

problem-solvingcommunicationprioritizationcross-functional collaborationtrust building

Certifications

Bachelor’s degree in BusinessBachelor’s degree in Healthcare Administration