Member Support Specialist

About the role

Serenity Healthcare is a fast-growing, tech-enabled care company seeking a Member Support Specialist to join their high-volume inbound call team. This position offers full training and no clinical experience or licensure is required.

Responsibilities

• Handle high-volume inbound and outbound calls in a fast-paced, script-guided environment
• Convert inbound leads into scheduled appointments through confident, solutions-focused follow-up
• Manage scheduling, rescheduling, and appointment confirmations with precision and professionalism
• Verify member information and insurance details accurately
• Enter and update member data in our CRM/EMR system with speed and accuracy
• De-escalate concerned callers using active listening and structured communication protocols
• Follow established workflows to maintain consistent, five-star service on every interaction
• Collaborate with internal teams to ensure a seamless member experience from first call to first appointment

Requirements

• High school diploma or GED
• At least 1 year of experience in a customer service, call center, or high-touch service environment (strongly preferred in hospitality, retail, or premium service backgrounds)
• Strong verbal communication skills and the ability to stay calm under pressure
• Treat every person you speak with like they're your only call of the day
• Ability to stay organized and on-script in a busy, high-volume environment
• Basic computer and data-entry skills (Microsoft Office a plus)

Benefits

• Starting at $16.50/hour, with growth to $19.50/hour within 6 months
• $1.00/hour differential for fluent Spanish/English speakers
• 90% employer-paid medical, dental, and vision insurance
• 401(k) retirement plan
• 10 PTO days (15 after year one) + 10 paid holidays
• Flexible shift scheduling

Pay

• Starting at $16.50/hour, with growth to $19.50/hour within 6 months

Schedule

• Paid training: four consecutive weeks, 40 hours per week
• After training, choose full-time or part-time scheduling