phil - Client Escalations Specialist
Requirements
• What is your experience responding to inbound inquiries from providers, medical office staff, and payers by phone, email, and internal messaging? • Diversity Survey • This optional survey helps us evaluate our diversity and inclusion efforts. Participation is voluntary and refusal to submit the survey will not affect your job application. The answers to these questions are not seen on an individualized basis and your submission will only be used to assess our diversity and inclusion efforts. • What is your current age? • I prefer not to answer • What is your gender identity? • Another Gender Identity • Do you identify as transgender? • How do you identify your sexual orientation? Please select all that apply. • Heterosexual / straight • Which ethnicity(ies) do you identify with? Please select all that apply. • Asian or Asian American • Black or African American • Hispanic or Latine • Indigenous or Native American • Native Hawaiian or Other Pacific Islander • Which of the following communities do you belong to? Please select all that apply. • Person with disability • Refugee or immigrant • None of the above • U.S. EQUAL EMPLOYMENT OPPORTUNITY INFORMATION (Completion is voluntary and will not subject you to adverse treatment)
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
Benefits
• Upload your resume here to autofill key application fields. • Drop your resume here! • Parsing your resume. Autofilling key fields... • or drag and drop here • I prefer not to answer • Another Gender Identity • Heterosexual / straight • Asian or Asian American • Black or African American • Hispanic or Latine • Indigenous or Native American • Native Hawaiian or Other Pacific Islander • Person with disability • Refugee or immigrant • None of the above • Decline to self-identify • Hispanic or Latino - A person of Cuban, Mexican, Puerto Rican, South or Central American, or other Spanish culture or origin regardless of race. • Hispanic or Latino • White (Not Hispanic or Latino) - A person having origins in any of the original peoples of Europe, the Middle East, or North Africa. • White • Black or African American (Not Hispanic or Latino) - A person having origins in any of the black racial groups of Africa. • Native Hawaiian or Other Pacific Islander (Not Hispanic or Latino) - A person having origins in any of the peoples of Hawaii, Guam, Samoa, or other Pacific Islands. • Asian (Not Hispanic or Latino) - A person having origins in any of the original peoples of the Far East, Southeast Asia, or the Indian Subcontinent, including, for example, Cambodia, China, India, Japan, Korea, Malaysia, Pakistan, the Philippine Islands, Thailand, and Vietnam. • Asian • American Indian or Alaska Native (Not Hispanic or Latino) - A person having origins in any of the original peoples of North and South America (including Central America), and who maintain tribal affiliation or community attachment. • American Indian or Alaska Native • Two or More Races (Not Hispanic or Latino) - All persons who identify with more than one of the above five races. • Two or More Races • Hispanic or Latino • White (Not Hispanic or Latino) • Black or African American (Not Hispanic or Latino) • Native Hawaiian or Other Pacific Islander (Not Hispanic or Latino) • Asian (Not Hispanic or Latino) • American Indian or Alaska Native (Not Hispanic or Latino) • Two or More Races (Not Hispanic or Latino) • I identify as one or more of the classifications of protected veteran listed above • I am not a protected veteran
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