Client Tech Support Rep

Founded in 2015, PHIL is a Series D health‑tech startup building a platform that interfaces between doctors, pharmacies, and patients to streamline the process of patients receiving prescriptions. PHIL’s B2B2C platform provides an end‑to‑end prescription management and delivery service. Our robust platform connects patients, prescribers, pharmacies, and manufacturers, enabling easy and affordable access to medicine. Through its digital stakeholder experiences, patient access services, market access solutions, and distribution models, pharma manufacturers can deliver affordable and timely therapy access to patients, resulting in more patients staying on their treatment plans longer. The team at PHIL is a group of like‑minded individuals from varying backgrounds, passionate about creating a new and innovative healthcare platform that is focused on patient experience and overall human wellbeing. PHIL is seeking a highly driven and solutions‑oriented Client Escalations Specialist to support our growing Commercial and Client Success teams. This role is critical in responding to high-priority sales and client escalations, ensuring timely resolution and driving confidence across our sales organization. This position will focus on managing complex prescription and access-related issues, coordinating cross-functional resolution efforts, and improving escalation workflows to support scale. Reporting to the Vice President of Healthcare Provider Engagement , you will serve as a key bridge between Sales, Operations, and external stakeholders to ensure a seamless experience and protect client relationships.

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

Support the evolution of escalation workflows, documentation, and tooling to improve efficiency and scalability as the business grows

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

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

Experience working cross‑functionally with Sales, Operations, and external stakeholders in a fast‑paced environment

Proven ability to prioritize effectively and manage multiple escalations simultaneously while meeting SLAsData‑driven mindset with experience identifying trends and driving process improvements

Ground floor opportunity with one of the fastest‑growing startups in health‑tech

Fully remote working environment

Full benefits (medical, dental, vision)