---
title: 'Client Escalations Specialist at PHIL'
canonical: 'https://feeny.ai/job/client-escalations-specialist-phil-remote-5y8qgtrmj61m'
type: 'job'
last_seen: '2026-09-06'
---

# Client Escalations Specialist at PHIL

- **Company:** PHIL
- **Location:** Remote
- **Compensation:** $50k–$65k
- **Employment:** full-time
- **Work type:** remote
- **Posted:** 2026-09-02
- **Last confirmed live:** 2026-09-06
- **Apply:** https://jobs.ashbyhq.com/Phil/b74b9393-b51e-4813-b48a-13c012ad47c0/application

**Skills:** Client support, Escalation management, Operations, Pharmacy processing, Data analysis, Process improvement, Healthcare industry experience, Health-tech experience

> The Client Escalations Specialist serves as the primary point of contact for high-priority sales and client escalations, ensuring timely resolution and driving confidence across the sales organization. This role involves managing complex prescription and access-related issues, coordinating cross-functional resolutio...

## Job description

## COMPANY OVERVIEW

Founded in 2015, PHIL is a Series D health-tech startup that is building a platform that interfaces between doctors, pharmacies, and patients to streamline the process of patients receiving prescriptions. This is a complex, archaic industry, and we've set out to change that.

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. Consequently, pharma manufacturers are enabled for more innovation.

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. Ready to join our team of mission-driven, analytical, and passionate people? Keep reading!

## POSITION OVERVIEW

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.

## 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 (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

## 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

## BENEFITS

- 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

PHIL Inc. is an equal-opportunity employer.

## About PHIL

## Company Overview
- **One-liner**: PHIL is a healthcare technology company that provides a digital hub and direct-to-patient platform to help pharmaceutical manufacturers streamline medication access, improve affordability, and enhance patient outcomes.
- **Entity Type**: Private (Debt-financed; total raised $186.1M)
- **Headquarters**: Scottsdale, Arizona, United States
- **Founded**: 2015
- **Founders**: Deepak Thomas (CEO) and Puran Singh (Co-Founder, Vice President Engineering)

## Core Business
- **Primary industry**: Healthcare technology (health IT for pharma)
- **Target customers**: B2B – primarily pharmaceutical manufacturers; also serves patients and healthcare providers through the platform
- **Mission statement**: “We’re on a mission to simplify medication access for all.”

## Products & Services
- **Prior Authorization & Coverage**: AI-powered tools to streamline prior authorization workflows, including 1-click PA submissions, copay support, and financial assistance.
- **Digital Patient Engagement**: A branded, end-to-end digital experience for patients – from intake and routing to dispensing and refill reminders – designed to drive adherence and satisfaction.
- **Integrated Dispense Network & Wholesale**: A nationwide pharmacy network offering commercial and cash dispensing, fast fulfillment, free shipping, and refill reminders.
- **Data & Insights Platform**: Advanced analytics, AI-powered workflows, and a dedicated Client Insights team to surface opportunities for improving patient outcomes and brand performance.
- **PHILRx Portal**: Patient-facing and provider-facing portals for prescription access, tracking, and management.

## Market Standing
- **Valuation**: Not publicly disclosed.
- **Key Financial Metric**: Total funding of $186.1M (including a $60M debt round closed April 21, 2026).
- **Notable Investors**: K2 HealthVentures, Warburg Pincus, Uncork Capital, Crosslink Capital, GreatPoint Ventures, and 17+ others.
- **Growth Signals**:
  - 20x growth in cash dispenses in 2025.
  - Expanded nationwide dispensing network – licensed in all 50 states – serving over 1 million patients annually.
  - Key performance outcomes: 42% reduction in time to fill, 36% decrease in abandonment, 77% refill rate, 86% dispensed rate among enrolled patients.
  - Headcount of ~202 employees (as of most recent data).

## Competitive Advantages
- **End-to-End Platform**: A single digital hub covering prior authorization, patient engagement, dispensing, and analytics – reducing fragmentation.
- **AI-Powered Workflows**: Automated prior authorizations, data insights, and program optimization that improve speed and accuracy.
- **Integrated Dispense Network**: Proprietary nationwide network with both commercial and cash capabilities, enabling faster fulfillment and lower costs.
- **Proven Outcomes**: Documented improvements in patient starts, coverage, and adherence (e.g., 92% enrollment rate, 74% pull‑through rate, +18pt payer behavior improvement).

## Strategic Focus
- **Scaling Direct-to-Patient (DTP) Fulfillment**: Investing in state‑of‑the‑art cash dispensing capabilities to meet explosive demand (20x growth in 2025) and support all‑time‑high prescription volumes.
- **Building Commercial Advantage**: Using advanced data, AI, and dedicated client insights to help pharma brands optimize access programs and improve commercial performance.
- **Expanding the Network**: Growing the pharmacy and wholesale network to ensure nationwide coverage and capacity for future scale.

## Why Work Here
- **Mission‑Driven Environment**: Opportunity to directly improve patient access to medications and reduce healthcare costs.
- **High‑Growth Trajectory**: Rapidly expanding company (3x+ revenue growth, 20x cash dispense growth) with significant investment and scale.
- **Technology‑Forward**: Work with AI, data analytics, and modern digital health infrastructure.
- **Location**: Corporate headquarters in Scottsdale, AZ (the office is at 14500 N Northsight Blvd, Suite 307). The company appears to be office‑based, though specific remote/hybrid policies are not publicly stated.
- **Culture**: Leadership team includes experienced executives from healthcare, technology, and operations. Company surveys show high patient and partner satisfaction (“industry‑leading satisfaction scores”).

## Sources
1. [phil.us](https://phil.us/)
2. [phil.us/careers](https://phil.us/careers/)
3. [phil.us/leadership](https://phil.us/leadership/)
4. [cbinsights.com (Phil profile)](https://www.cbinsights.com/company/phil)
5. [businesswire.com (Debt round & cash dispense investment)](https://www.businesswire.com/news/home/20260421670832/en/)

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