Remote Healthcare Omnichannel Customer Support Specialist II (SD 9/10/26)

Note: The job is a remote job and is open to candidates in USA. Crescendo represents peak CX performance in the AI era, combining world-class outsourcing expertise with innovative technology for customer experience. They are seeking a compassionate and organized individual to join their specialty Customer Support team, providing assistance with benefits and account management support to patients and providers.ResponsibilitiesProvide a high-standard of empathetic and solution-oriented support to clients and providers through email, chat, and phonesTroubleshoot and address platform issues that patients and providers are experiencingFacilitate communication between clients and providers to arrange care, escalating sensitive issues when neededCollaborate with insurance agents and navigate carrier platforms to verify plan benefits and statusInvestigate, interpret and explain benefit details and out of pocket costs according to the client's planAdvocate for payers and clients by proactively surfacing friction in customer experience and proposing process/product iterations in service of the partners missionNavigate high-acuity interactions with empathy and/or positivityOperate with professionalism, navigating client and provider requests in accordance with the Compliance and Professionalism guidelines issued by Crescendo and the partner organizationPerform project duties and tasks that are within your skill and expertise level for your role as assigned by program managementSkillsCompassionate and organized individuals with an interest in customer service/supportAbility to provide a high-standard of empathetic and solution-oriented support to clients and providers through email, chat, and phonesAbility to troubleshoot and address platform issues that patients and providers are experiencingAbility to facilitate communication between clients and providers to arrange care, escalating sensitive issues when neededAbility to collaborate with insurance agents and navigate carrier platforms to verify plan benefits and statusAbility to investigate, interpret and explain benefit details and out of pocket costs according to the client's planAbility to advocate for payers and clients by proactively surfacing friction in customer experience and proposing process/product iterationsAbility to navigate high-acuity interactions with empathy and/or positivityAbility to operate with professionalism, navigating client and provider requests in accordance with the Compliance and Professionalism guidelinesAbility to perform project duties and tasks that are within your skill and expertise level for your role as assigned by program managementPassion for creating exceptional customer experiences and an ability to use challenging situations as an opportunity to exceed customer expectationsAbility to thrive in a dynamic and evolving environment - must be adaptableProven ability to handle a high volume of customer interactions while providing high quality, empathetic supportStrong ability to independently own resolution of conflict, while maintaining empathy in challenging situationsUnderstanding of active listening techniquesFamiliarity with technology and capable of adhering to standard troubleshooting proceduresExperience providing clear, concise, and professional written and verbal communicationBenefitsFull-time employmentCompetitive compensation based on experienceA dedicated wellness program, including support from an in-house psychologistAttractive benefits package including medical, dental, and vision options based on locationAccess to free posture-based fitness workouts from homePaid Sabbatical LeaveTraining opportunities provided by Crescendo and outside entities1-on-1 coaching with feedback sessions, mentorship, and opportunities for cross-functional developmentCompany OverviewCrescendo offers a full-stack customer service platform combining the most advanced AI with a global service team. It was founded in 2024, and is headquartered in San Francisco, California, USA, with a workforce of 1001-5000 employees. Its website is https://www.crescendo.ai. Apply To this Job .