Healthcare Support & Documentation Specialist

Role Details

About Us

PartnerHero and Crescendo have joined forces to create a powerhouse of innovation, excellence, and people-first solutions. By combining PartnerHero’s world-class outsourcing and human-centered approach with Crescendo’s expertise in customer experience and operational excellence, we are redefining the future of CX.

Together, we’re introducing Augmented AI - a seamless blend of Agentic AI and real human expertise that delivers 24/7 omnichannel support in any language. This fusion of technology and talent helps businesses scale efficiently while keeping customer experience at the core. Powered by Crescendo, PartnerHero connects talented people globally with companies looking to build, transform, and grow. Our strategic expertise and integrated technology empower businesses and the people behind them to extend their impact worldwide.

As a Most Loved Workplace, we believe culture drives success. We encourage our teams to bring their authentic selves to work, fostering an environment where people thrive.

Welcome to the future of customer experience. Welcome to the next era of PartnerHero x Crescendo.

About The Role

We are looking for a motivated Customer Support Specialist to support a partner in the Medical Field. This partner is passionate about helping people! Their mission is to democratize healthcare by making medical imaging accessible to everyone around the world. To support this team, we are searching for candidates who have strong documentation skills, excellent time management skills, a passion for healthcare, and the ability to highlight details and root causes based on communication with other teams.
In this role, you should enjoy thriving in dynamic and flexible environments, taking ownership of our partners’ brands, products, and opportunities, and using their creative problem-solving abilities to go above and beyond expectations.

What You’ll Do:

• Responsible for the accurate documentation of investigation details: Including aware dates, failure/complaint codes, support actions, escalations, root causes, failure mechanisms, product codes, etc.
• Responsible for completing investigations by the due date and performing a peer review of investigations ready for closure.
• Responsible for the ongoing review of new information that pertains to the investigation
• Providing relevant, detail-oriented, and high-level insights and conclusions.
• Helping internal teams with your reading comprehension and problem-solving skills
• Analyzing recurring customer issues and joining on weekly sync with the Partner to share valuable insights.
• Following up on leads for sales and documenting their outcome.
• Being able to distinguish between a complaint and feedback provided by customers, and being able to describe the reason behind it.
• Able to work independently and collaboratively within internal teams.

What We Expect From You:

• Excellent English skills, both verbal and written (EFSET results must be at the C2 level)
• Excellent problem-solving and communication skills
• Organized, accountable, and responsible
• Excellent time management skills; Punctuality and adherence to schedule required
• Possess critical thinking, empathy, active listening, initiative, adaptability, and problem-solving skills
• Ability to work in a fast-paced environment
• Savvy with web, computer, and smartphones
• Passion for creating an exceptional customer experience 
• Eager and curious to learn

What You’ll Get In Return:

• Full-time with the potential for overtime if requested
• Work type - Hybrid model
• Competitive compensation based on experience
• Attractive benefits package including medical, dental, and vision options based on location
• Access to free posture-based fitness workouts from home
• Paid Sabbatical Leave
• Training opportunities provided by PartnerHero and outside entities
• 1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional development

Company Culture Is At Our Core

Our core values bring intention to our work and set the tone for our culture. From the partners we serve to the associates who work with us, we share a set of core values that guide our actions.

• Care for others - Cooperate, empathize, and seek opportunities to put each other first.
• Embrace growth - Expand your mind by taking calculated risks, developing your skills, and staying open to change
• Manifest trust - Trust is the bond that allows us to work at our highest levels, as members of a team, in a unified direction. It is continuously earned by delivering on our commitments.
• Take ownership - Doing the right thing should come naturally.
• Be humble - Seek guidance, receive feedback, ask questions, and listen to your colleagues

PartnerHero is proud to be an equal-opportunity workplace. We value diversity, inclusion, equity, and belonging and these pillars are at the heart of how we work together. We are committed to providing equal employment opportunities regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity, Veteran status, or any other applicable legally protected characteristics in the location in which the candidate is applying. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. 

We are committed to the inclusion of all individuals and will make reasonable accommodations for qualified individuals with disabilities in our job application process.  If you require assistance or accommodations to participate in the job application or interview process, please contact [email protected].