Member Advocate

Serenity Healthcare; Sugar Land (TX); On-site; USD 40,000 - 60,000; Full time

Benefits offered by this job

90% employer-paid medical, dental, and vision coverage

401(k) retirement plan

10 PTO days to start, 15 after year one

10 paid holidays

Job summary

A growing healthcare firm in Sugar Land, TX, is seeking a Member Advocate to provide high-quality, relationship-driven support to members. This role focuses on guiding individuals through their healthcare options and ensuring they feel heard and supported. Candidates should have a strong background in customer service and possess active listening skills. The position offers a condensed work schedule with competitive pay and comprehensive benefits, including medical coverage and a retirement plan.

Qualifications

• 2+ years of full-time, high-quality customer-facing experience in related environments.
• Ability to manage a high volume of interactions while maintaining quality.
• Strong active listening skills to understand member needs.

Responsibilities

• Guide members through available options with clarity and patience.
• Listen carefully and document member information accurately.
• Coordinate handoffs between internal teams to ensure seamless experience.
• Follow up with members to maintain momentum and ensure support.
• Handle member concerns with composure and redirect toward solutions.
• Maintain detailed records after every interaction.

Skills

Customer-facing experience

Active listening skills

Clear communication

Detail-oriented

Organized

Job description

Location: Sugar Land, TX | Employment Type: Full-Time ONSITE

Serenity is growing its member-facing team and we're looking for a Member Advocate who knows how to make people feel heard, informed, and confident in the decisions they're making. This is a high-touch, relationship-driven role — you'll be the person members rely on to understand their options, navigate next steps, and feel genuinely supported throughout the process. If you've built your career in premium customer service, hospitality, or any environment where the quality of every interaction was non-negotiable, this role will feel familiar fast. No industry-specific background required — we train you on everything.

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.