Member Support Specialist

Serenity Mental Health Centers • Fort Worth, TX

7h • Onsite

About The Position

Serenity Healthcare is a fast-growing, tech-enabled care company seeking a Member Support Specialist to join its high-volume inbound call team. This role is crucial as the first point of contact for members, involving handling inbound inquiries, scheduling appointments, and providing exceptional service. No clinical experience or licensure is required, as comprehensive training will be provided. Serenity Healthcare is dedicated to delivering innovative, evidence-based treatments that achieve lasting outcomes for its members and maintains high standards for its team.

Requirements

• High school diploma or GED
• At least 1 year of experience in a customer service, call center, or high-touch service environment
• Strong verbal communication skills and the composure to stay calm under pressure
• Ability to stay organized and on-script in a busy, high-volume environment
• Basic computer and data-entry skills

Nice To Haves

• Hospitality, retail, or premium service backgrounds strongly preferred
• Fluent Spanish/English speakers
• Microsoft Office a plus

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

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
• Paid training: four consecutive weeks, 40 hours per week

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 1-10 employees