Customer Support Specialist II - Speech Therapy in San Pedro Sula or Tegucigalpa at PartnerHero

Role Details

Location: San Pedro Sula and Tegucigalpa, Honduras
Work Arrangement: Hybrid
Type of Support: Phone, chat, and email
Contract Duration: Full-time
Training Schedule: Monday to Friday; 7:00 am - 4:00 pm
Work Schedule: The hours will range between 6:00 am and 9:00 pm, with weekend coverage
Expected Start Date: June 4th, 2026

About Us

Crescendo represents peak CX performance in the AI era. We combine world-class outsourcing expertise with innovative technology to set a new standard in CX and operations, delivering results that scale and support that never sleep.

More than that, Crescendo is about people. We don’t just connect talent with opportunity—we create a place where careers grow, ideas thrive, and people are empowered to make an impact. Join us at Crescendo, and let’s build the future of customer experience together.

Welcome to Crescendo. Welcome to what’s next.

The Role

As a Customer Support Specialist, you’ll guide customers, partners, and clients—turning questions about accounts, payments, orders, or benefits into clear, actionable solutions. Every interaction is a chance to make an impact, build trust, and show how peak CX performance is done.

Let us match your unique skills, experience, and interests with one of our many partners across a variety of industries including Edtech, eCommerce, Fintech, Health and Wellness, plus more. As part of the Crescendo team, you’ll have the support you need to develop and grow your career.

The reason you join won’t be the reason you stay.

What You’ll Do:

• Deliver an outstanding and responsive customer experience by supporting patients, families, referral sources, and insurance inquiries through phone, email, text, and chat.
• Manage inbound support requests and conduct proactive outreach to collect required documentation, close gaps in care, resolve concerns, schedule client appointments, and improve overall client outcomes.
• Verify insurance benefits accurately, determine coverage and benefit limits, and ensure timely financial clearance prior to services.
• Prepare, submit, and track prior authorizations using appropriate systems; communicate authorization status, issues, and requirements to clinicians, clients, and internal teams.
• Support billing and financial inquiries by explaining charges, EOBs, deductibles, copays, payment plans, and financial policies; securely collect and process payments.
• Partner with the Revenue Integrity and Payer Compliance teams to resolve front-end rejections and registration-related denials, including collecting and updating patient billing information to ensure accurate claim submission and resubmission.
• Collaborate closely with clinical, scheduling, and operations teams to ensure accurate treatment plan alignment, session readiness, and continuity of care.
• Respond promptly to internal inquiries regarding the status of in-process cases.
• Maintain complete, timely, and compliant documentation in CRM/EHR systems while ensuring adherence to HIPAA, PCI, payer regulations, and company policies.
• Identify trends in billing, authorization, or workflow issues and recommend process improvements that enhance efficiency and reduce friction for patients and clinicians.
• Properly escalate complex or time-sensitive issues to ensure timely resolution and maintain service quality.
• Consistently meet service level agreements (SLAs), performance metrics, and quality standards throughout the client journey.

What We Expect From You:

• Excellent written and verbal English communication skills (EFSET C2 required)
• Strong problem-solving and critical thinking abilities
• 1–2 years of experience in healthcare, insurance, medical billing, patient access, revenue cycle management, or customer service roles.
• Experience working with patients, clients, or customers in a service-oriented environment.
• Prior experience verifying insurance benefits, processing authorizations, or supporting billing inquiries is preferred but not required.
• Experience working in a fast-paced environment with measurable performance metrics, such as SLAs and quality standards.

What You’ll Get In Return:

• Be part of a people-first, values-driven organization
• Work with innovative global partners and diverse teams
• Hybrid working arrangements
• Competitive base salary
• Generous paid time off
• Comprehensive benefits package including medical, dental, and vision options that are applicable per country of residence for all our full-time employees
• Access to free posture-based fitness workouts from home
• Training and professional development opportunities

Company Culture Is At Our Core

Core values give our work intention and our culture its edge. They’re the standards we hold for ourselves, our partners, and each other.

• Care for others: Empathy is a key driver. When people thrive, so does the mission.
• Embrace growth: Curiosity fuels progress. Take bold risks, sharpen your edge, go forward.
• Manifest trust: Trust is our currency. Earn it daily, protect it fiercely, and let it fuel what’s next.
• Take ownership: Bold choices with integrity at the core—that’s how impact lasts.
• Be humble: Humility opens the door to better ideas. Hear others, lift others, keep learning.

Crescendo 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 careers@crescendo.ai.

PRIVACY NOTICE

Crescendo is committed to ensuring your privacy and the protection of your personal data. By filling out the forms associated with your job application and submitting your data to us, you are giving us your consent to process your data and store it for potential recruitment and hiring purposes.

To understand more about Crescendo’s privacy program, including your rights and options for managing the personal data you submit to us, please visit our Privacy Center here.