Healthcare Member Concierge Support Specialist

Ssg Texas; Waco (TX); On-site; USD 32,000 - 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) seeks compassionate Customer Service Specialists to support members through the surgical journey in a phone-based role. You will provide concierge-style service, explain program benefits, and help members take next steps in their care.

As a primary contact, you build relationships with members, answer questions, and coordinate with provider offices. The role requires empathy, strong follow-through, and the ability to explain information clearly in a fast-paced

Qualifications

• 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.

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 escalate 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.

Skills

Communication skills

Active listening

Problem solving

Multitasking

Empathy

Team collaboration

Education

High school diploma or equivalent

Job description

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

As a primary contact, you build relationships with members, answer questions, and coordinate with provider offices. The role requires empathy, strong follow-through, and the ability to explain information clearly in a fast-paced