Customer Engagement Advocate

Support Services Group; Waco (TX); On-site; USD 32,000 - 46,000; Full time

Job summary

Support Services Group is seeking a Customer Engagement Advocate to assist members navigating the surgical process. In this phone-based role, you will create a concierge-style experience, explain the value of available services, and help members take the next steps in their care.

You will build relationships with members, coordinate with provider offices, and deliver attentive service in a fast-paced environment, ensuring clear communication and compassionate support every day.

Qualifications

• High school diploma or equivalent required.
• 1–3 years in customer service or service center roles.
• Bachelor’s degree preferred in healthcare-related field.

Responsibilities

• Provide phone-based support to members through the surgical process.
• Deliver attentive, personalized service so members feel heard and valued.
• Explain the surgical process, incentives, program benefits and service value.
• Help members explore provider options and coordinate with physician offices.
• Proactively connect with new members and maintain strong relationships with existing members.
• Answer questions clearly and compassionately during stressful decisions.
• Stay organized and follow through on member needs in a fast-paced environment.

Skills

Bilingual English/Spanish

Strong communication skills

Multitasking

Education

High school diploma or equivalent

Bachelor's degree in healthcare administration, social services, public health, or related field (preferred)

Job description

Customer Engagement Advocate

At Support Services Group (SSG), our Customer Engagement Advocates help members feel informed and supported as they navigate the surgical process. In this phone-based role, you will create a concierge-style experience, explain the value of available services, and help members take the next steps in their care.

As a primary point of contact, you will build relationships with members, answer questions with compassion, and coordinate with provider offices. You will work in a fast-paced service center where clear communication, thoughtful problem-solving, and excellent service matter every day.

What you’ll do

• Provide phone-based support to members throughout the surgical process.
• Deliver attentive, personalized service that helps each member feel heard and valued.
• Explain the surgical process, available incentives, program benefits, and the value of the service.
• Help members explore provider options and coordinate with physician offices to support the next steps in care.
• Proactively connect with new members and maintain strong relationships with existing members.
• Answer questions clearly and compassionately, especially when members are navigating complex or stressful decisions.
• Stay organized and follow through on member needs in a fast-paced environment.

What you’ll bring

• High school diploma or equivalent required; a bachelor’s degree in healthcare administration, social services, public health, or a related field preferred.
• 1–3 years of experience in customer service, a service center, or a sales-focused support role.
• Strong verbal and written communication skills.
• Sound judgment, critical thinking, and problem-solving skills.
• Ability to manage multiple priorities and meet deadlines.
• A collaborative approach and a genuine interest in helping others.
• Bilingual English and Spanish skills preferred.

If you enjoy building meaningful connections and helping people through important moments in their healthcare journey, we’d like to hear from you.