Member Advocate

Serenity Mental Health Centers•Holladay, UT

2d•Onsite

About The Position

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.

Requirements

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

Responsibilities

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