Customer Service Specialist - Healthcare Support

Support Services Group; Waco (TX); On-site; USD 32,000 - 52,000; Full time

Benefits offered by this job

Paid time off

Health insurance

Dental/ Vision insurance

Paid training

Job summary

Support Services Group is seeking compassionate Customer Service Specialists to assist members through the surgical journey with phone-based, concierge-style support.

You will explain program benefits, help members navigate care options, and coordinate with provider offices to enable smooth next steps in care.

Qualifications

• High school diploma or equivalent.
• 1–3 years in customer service or a service center role.
• Strong verbal and written English communication.
• Ability to manage multiple priorities and meet deadlines.
• Empathetic, able to explain information clearly.
• Proficient with computers and navigating multiple systems.
• Collaborative with dependable follow-through.

Responsibilities

• Provide phone-based support to members throughout their surgical journey.
• Deliver personalized service that helps members feel informed and supported.
• Explain the surgical process, program benefits, and incentives.
• Assist members in exploring provider options and coordinating with offices.
• Proactively contact new members and maintain relationships with existing members.
• Maintain accurate records of interactions and follow-ups.
• Navigate multiple computer systems while assisting members.
• Meet service quality, productivity, and satisfaction targets.
• Collaborate with teammates and supervisors to ensure consistent service.
• Follow company and client privacy policies.

Skills

Excellent verbal and written English

Empathy and customer service mindset

Strong problem-solving abilities

Multitasking and organizational skills

Education

High school diploma or equivalent

Job description

Customer Service Specialist – Healthcare Support

Support Services Group (SSG)

About SSG

Support Services Group (SSG) partners with clients to deliver customer support across a variety of industries. Our people play an important role in creating positive experiences, building trust, and helping customers find solutions. We value teamwork, clear communication, and a commitment to excellent service.

Position Overview

SSG is seeking compassionate, dependable Customer Service Specialists to support members as they navigate the surgical process. In this phone-based role, you will provide personalized, concierge-style service, explain program benefits, and help members take the next steps in their care.

As a primary point of contact, you will build relationships with members, answer questions, and coordinate with provider offices. Success in this role requires empathy, strong follow-through, and the ability to explain information clearly while working in a fast-paced service center.

Key Responsibilities

• Provide phone-based support to members throughout their surgical journey.
• Deliver attentive, personalized service that helps members feel informed, heard, and supported.
• Explain the surgical process, available incentives, program benefits, and the value of participating in the service.
• Help members explore provider options and coordinate with physician offices to support next steps in care.
• Proactively contact new members, encourage program participation, and maintain relationships with existing members.
• Respond to questions with patience and compassion, especially when members are navigating complex or stressful situations.
• Research concerns, identify appropriate solutions, and elevate issues when additional support is needed.
• Maintain accurate records of member interactions, outreach, and follow-up activities.
• Navigate multiple computer systems while assisting members and coordinating requests.
• Meet established expectations for service quality, productivity, and member satisfaction.
• Collaborate with teammates and supervisors to provide consistent service and resolve member needs.
• Follow company policies, client procedures, and applicable privacy and confidentiality requirements.

Required Qualifications

• High school diploma or equivalent.
• 1-3 of experience in customer service, a service center, or a sales-focused support role.
• Strong verbal and written communication skills in English.
• Ability to build rapport, listen carefully, and explain information clearly.
• Sound judgment, critical thinking, and problem-solving skills.
• Proficiency with computers and the ability to learn and navigate multiple systems.
• Strong organizational skills, attention to detail, and reliable follow-through.
• Ability to manage multiple priorities, meet deadlines, and adapt to changing needs.
• A collaborative approach and a sincere interest in helping others.

Preferred Qualifications

• Experience in healthcare customer service, patient support, or care coordination.

Benefits

• Paid time off to support work-life balance.
• Health insurance.
• Dental/ Vision insurance
• Paid training to help you learn the program, systems, and service expectations.