What are the responsibilities and job description for the Member Support Specialist position at Serenity Mental Health Centers?
Member Support Specialist
Location: Provo, UT |
Employment Type: Full-Time or Part-Time (after training)
Serenity Healthcare is a fast-growing, tech-enabled care company looking for a Member Support Specialist to join our high-volume inbound call team. You'll be the first impression our members have of our company — handling inbound inquiries, scheduling appointments, and delivering white-glove service on every call. No clinical experience or licensure required — full training provided.
What You'll Do
- 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
What We're Looking For
- High school diploma or GED
- At least 1 year of experience in a customer service, call center, or high-touch service environment — hospitality, retail, or premium service backgrounds strongly preferred
- If you've ever worked in an environment where the guest experience was everything, you'll thrive here
- Strong verbal communication skills and the composure to stay calm under pressure
- You 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)
Pay & 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
Training Requirement
- Paid training: four consective weeks, 40 hours per week
- After training, choose full-time or part-time scheduling
About Serenity Healthcare
Serenity Healthcare is a fast-growing, tech-enabled care company delivering innovative, evidence-based treatments that produce lasting outcomes for our members. We hold ourselves to a high bar in everything we do — including how we treat the people on our team. If you've been trained that "good enough" isn't good enough, you'll fit right in here.
Serenity Healthcare is an Equal Opportunity Employer. Employment is contingent upon successful completion of a background check and drug screening.