Healthcare - Customer Support Team Lead

Role Details Type of Support :

• Omnichannel Contract Duration : Full-Time, Permanent Training Schedule : TBD Work Schedule : To be determined | with Weekends work Work Type and Location :  Remote, US only Expected Start Date : ASAP   About Us PartnerHero is now Crescendo  — a stronger, bolder force in customer experience.
• Crescendo represents growth, momentum, and transformation.
• By bringing together PartnerHero’s world-class outsourcing expertise and Crescendo’s innovation in customer experience and operations, we’re setting a new global standard.
• We deliver  Augmented AI  — the powerful combination of agentic AI and real human expertise — giving our partners scalable, 24 / 7 support in any language without compromising quality or empathy.At Crescendo, we don’t just connect talent with opportunity — we elevate businesses and people worldwide.
• Our integrated technology, global reach, and people-first culture empower teams to thrive and partners to grow faster.
• Welcome to Crescendo.
• Welcome to what’s next.   The Role Are you interested in mental health?
• Our partner is building a new mental healthcare system that everyone can access.
• We are looking for a Team Lead who will work with patients to help them find an in-network mental health provider and will also work with the insurance payers as well as facilitate successful operations by directly leading a team of associates and helping to optimize the team's contribution to the partner's operations.
• This team’s mission is to deliver on the partner’s promise to providers, and in this role, you will ensure this mission through one-on-one interactions with our insurance payers and patients.
• By working with customers through email and phone you will guide them through any challenges, and resolve their operational and technical issues.
• You will consistently identify any trends and patterns in our providers' and patients' experience, and advocate for process and product changes to remove any friction and create a delightful experience.  As a Team Lead you will be a point of contact for the partner regarding the program and you will be responsible for relaying key information, updates, and feedback to your team.
• You demonstrate key characteristics such as responsibility, reliability, process knowledge, leadership (leads by example), organizational skills, time management, positive attitude, openness to feedback, coaching, and mentorship skills.
• Your contribution is limitless and not confined to this job description.

Being in healthcare tech, you thrive in a high-paced tech environment and have a strong interest or prior experience in healthcare.    What You’ll Do :

Excellent verbal and written communication skills; comfort with phones, and sensitive conversations Strong empathy skills and listening skills  Passion for expanding access to mental health care Knowledge / experience in care coordination, medical scheduling, and medical administration preferred An identification with Crescendo’s Core Values :

Care for others :

Embrace growth :

Manifest trust :

Take ownership :

Be humble :

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.