Healthcare - Real Time Coordinator

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 empowers 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.

The Role

A Real-Time Coordinator is responsible for real-time and intraday management of resources to ensure the best possible performance is delivered day-to-day across Email, Messaging, and Voice Lines of Business. 

The ideal candidate can read and understand forecasts to make proactive short-term decisions. The ideal candidate should also be able to react quickly to unexpected developments, leveraging Workforce Management Tools and CX Platforms to ensure minimal impact on service delivery. 

What You’ll Do:

• The Ideal Candidate will be primarily responsible for supporting our partner, with Voice, Email, and Messaging/Chat lines of business. 
• Manage the volume of different channels, ticket distribution, scheduling, program break and lunch schedules, ad hoc schedule adjustments, and ensure schedule adherence.
• Monitor incoming volumes in real-time and arrange additional coverage as needed.
• Work closely with the PartnerHero management team to analyze and help improve support delivery.
• Assist leadership in time tracking accuracy for all agents.
• Support with reporting distribution, where needed by other team members. 
• Assist with projects and other duties as requested or assigned.
• Efficiently manage the team utilization using our WFM and CX Tools. 
• Support with scheduling or schedule management where needed.
• Able to maintain strict confidentiality. 

What We Expect From You:

• Work Experience in an Analyst position
• Amazing work ethic
• Previous experience in using CX platforms (Zendesk preferred)
• Attention to detail and a high level of accuracy
• Ability to multitask, focus, and complete reports for extended periods
• Ability to take initiative, communicate effectively, and ask questions
• Enjoy working in a collaborative environment and are a team player
• Ability to quickly learn and master new systems
• Basic level of Google/Sheets/Microsoft Excel skills, including formatting, and an appetite for learning how to use formulas!
• Connection to PartnerHero’s core values: Be Humble, Take Ownership, Care for Others, Embrace Growth, and Manifest Trust

What You’ll Get In Return:

• Flexible working arrangements (US Only)
• Hybrid working arrangements (all other countries)
• Competitive Base Salary
• Generous paid vacation
• Attractive benefits package including medical, dental, and vision options that are applicable per country of residence for all our full-time employees
• Competitive retirement benefits (US only)
• 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].