Client Escalations Specialist

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the main point of contact for critical sales and client escalations, ensuring prompt and high-quality resolutions that comply with service level agreements (SLAs).

• Collaborate closely with the Client Success team to foster confidence and promote account growth through proactive and solution-oriented escalation management.

• Facilitate cross-departmental collaboration among Operations, Pharmacy Support, and other internal teams to address complex prescription and access challenges.

• Analyze the root causes of recurring escalations and work with internal teams to implement process enhancements aimed at reducing future escalation volumes.

• Maintain consistent and proactive communication with stakeholders, including internal teams, prescribers, and payer/pharmacy partners as required.

• Assist in the development of escalation workflows, documentation, and tools to enhance efficiency and scalability as the organization expands.

• Contribute to staffing and operational planning by identifying trends in escalation volumes, especially during significant growth phases (e.g., new client launches, salesforce expansion).

• Utilize expertise in pharmacy processing to accurately interpret claim rejections (e.g., plan benefit exclusions, prior authorization needs, or network limitations) and determine whether resolution requires action from the insurance payer, provider office, or partner pharmacy.

⛳️ Requirements

• 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 related function, preferably within the healthcare or health-tech sectors.

• Strong problem-solving abilities with a knack for navigating ambiguity and handling complex, high-pressure situations.

• Experience collaborating across functions with Sales, Operations, and external stakeholders in a dynamic environment.

• Exceptional communication skills, capable of managing sensitive situations while maintaining trust with both internal and external partners.

• Demonstrated ability to effectively prioritize and handle multiple escalations simultaneously while adhering to SLAs.

• Data-driven mindset with experience in identifying trends and facilitating 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).

• Comprehensive benefits package (medical, dental, vision).

• 401(k) contribution opportunity.