Healthcare Concierge: Member Support Specialist

Support Services Group; Waco (TX); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Paid time off

Health insurance

Dental/ Vision insurance

Paid training

Job summary

Support Services Group (SSG) is seeking compassionate, dependable Customer Service Specialists to support members through their surgical journey. In this phone-based role, you will provide concierge-style service, explain program benefits, and help members take the next steps in their care.

As a primary contact, you will build relationships with members, answer questions, and coordinate with provider offices.

Qualifications

• High school diploma or equivalent.
• 1–3 years in customer service or service center.
• Strong verbal and written English communication.
• Ability to build rapport, listen carefully, and explain information clearly.
• Sound judgment, critical thinking, and problem-solving.
• Proficient with computers and multi-system navigation.
• Organized, detail-oriented with reliable follow-through.
• Manage multiple priorities and deadlines.
• Collaborative and genuinely helpful attitude.
• Healthcare customer service experience preferred.

Responsibilities

• Provide phone-based support to members throughout their surgical journey.
• Deliver attentive, personalized service that helps members feel informed and supported.
• Explain the surgical process, incentives, program benefits, and value of participating.
• Help members explore provider options and coordinate with physician offices.
• Proactively contact new members and maintain relationships with existing members.
• Respond with patience and compassion in stressful situations.
• Research concerns, identify solutions, and escalate when needed.
• Maintain accurate records of member interactions and follow-up activities.
• Navigate multiple computer systems while assisting members.
• Meet service quality, productivity, and member satisfaction targets.
• Collaborate with teammates and supervisors to provide consistent service.
• Follow company policies, client procedures, and privacy requirements.

Skills

Verbal communication

Written communication

Rapport building

Problem solving

Multitasking

Education

High school diploma or equivalent

Tools

Computer literacy

Job description

Support Services Group (SSG) is seeking compassionate, dependable Customer Service Specialists to support members through their surgical journey. In this phone-based role, you will provide concierge-style service, explain program benefits, and help members take the next steps in their care.

As a primary contact, you will build relationships with members, answer questions, and coordinate with provider offices.