Member Advocate

Serenity Healthcare; Alpharetta (GA); On-site; USD 40,000 - 60,000; Full time

Benefits offered by this job

90% employer-paid medical coverage

401(k) retirement plan

10 PTO days to start

PTO and paid holidays

Promotion potential

Job summary

A healthcare technology company in Alpharetta, GA, is seeking a full-time member guide to provide support to clients through their options with clarity and patience. Candidates should have over 2 years of customer service experience in environments that prioritize high-quality interactions. Responsibilities include coordinating internal team handoffs, maintaining accurate records, and following up with members. This role offers a condensed work week with competitive pay and substantial benefits.

Qualifications

• 2+ years of customer-facing experience in hospitality or premium service environments.
• Ability to manage high volume of interactions without compromising quality.
• Skilled in clear, calm communication even in complex situations.

Responsibilities

• Guide members through their available options with clarity and patience.
• Coordinate handoffs between internal teams to ensure seamless member experience.
• Maintain detailed, accurate records after every interaction.
• Follow up with members to keep momentum and prevent gaps.
• Handle concerns calmly and redirect toward solutions.
• Maintain detailed, accurate records after every interaction.
• Uphold professionalism and attentiveness on every call.

Skills

Active listening skills

Detail-oriented

Communication skills

Trust-building

Organizational skills

Education

High school diploma or equivalent

Job description

Location

Alpharetta, GA

Employment Type

Full-Time ONSITE

What You’ll Do

• Guide members through their available options with clarity, patience, and a consultative approach
• Listen carefully, ask the right questions, and document member information accurately and thoroughly
• Coordinate handoffs between internal teams to make sure the member experience stays seamless
• Follow up with members to keep momentum moving and ensure nothing falls through the cracks
• Handle concerns and hesitations with composure, redirecting toward solutions without pressure
• Maintain detailed, accurate records after every interaction
• Uphold a consistent standard of professionalism and attentiveness on every single call

What You Bring

• 2+ years of full-time, high-quality customer-facing experience — hospitality, retail, concierge, or premium service environments strongly preferred
• You build trust quickly and people feel comfortable with you almost immediately
• Strong active listening skills — you catch what people mean, not just what they say
• Able to manage a high volume of interactions without letting quality slip
• Detail-oriented and organized — your documentation is clean and your follow-through is reliable
• Clear, calm communicator in writing and on the phone, even when conversations get complicated

Schedule & Compensation

• Condensed work week — three 13-hour shifts
• Competitive pay
• 90% employer-paid medical, dental, and vision coverage
• 401(k) retirement plan
• 10 PTO days to start, 15 after year one, plus 10 paid holidays
• Significant growth and promotion potential as Serenity continues to expand

About Serenity

Serenity is a technology-driven company delivering advanced, evidence-based solutions for members who are looking for better outcomes. Our member-facing teams are the core of how people experience what we do — and we invest heavily in the people who fill those roles. If you've spent your career in environments where every interaction mattered and the standard was always high, you'll find that this place was built for people like you.

Serenity is an Equal Opportunity Employer. Employment is contingent upon successful completion of a background check and drug screening.