Customer Service Specialist - Healthcare Support

Support Services Group•Waco, TX

5d•Onsite

About The Position

Support Services Group (SSG) partners with clients to deliver customer support across a variety of industries. Our people play an important role in creating positive experiences, building trust, and helping customers find solutions. We value teamwork, clear communication, and a commitment to excellent service. SSG is seeking compassionate, dependable Customer Service Specialists to support members as they navigate the surgical process. In this phone-based role, you will provide personalized, concierge-style service, explain program benefits, and help members take the next steps in their care. As a primary point of contact, you will build relationships with members, answer questions, and coordinate with provider offices. Success in this role requires empathy, strong follow-through, and the ability to explain information clearly while working in a fast-paced service center.

Requirements

High school diploma or equivalent.
1-3 of experience in customer service, a service center, or a sales-focused support role.
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.
A collaborative approach and a sincere interest in helping others.

Nice To Haves

Experience in healthcare customer service, patient support, or care coordination.

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.