Position Summary
Medical Guardian is seeking compassionate, service-oriented Member Services Agents to join our Member Experience team. This role is part of a newly unified Member Services organization, bringing together engagement, wellness, and enrollment functions into a single, coordinated model.
Member Services Agents are responsible for executing proactive, data-driven outreach campaigns designed to improve member engagement, close care and experience gaps, and ensure members fully understand and utilize their Medical Guardian services.
Through personalized, education-based conversations, agents will support members and caregivers, reinforce the value of the service, and introduce relevant value-added offerings that enhance safety, connectivity, and overall outcomes. This role balances member experience, retention, enrollment and service adoption, ensuring every interaction is both meaningful and impactful.
Key Responsibilities
- Execute outbound and inbound campaigns to support engagement, retention, and enrollment
- Educate members and caregivers on device usage, services, and best practices
- Identify and address barriers to engagement and consistent device usage
- Introduce and recommend additional services based on member needs and eligibility
- Support members with enrollments, account updates, and general questions
- Deliver empathetic, high-quality interactions that build trust and confidence
- Accurately document interactions, offers, and outcomes in system tools
- Capture and share member feedback, concerns, and trends
- Meet performance expectations across quality, productivity/revenue, and member satisfaction
- Additional duties as assigned
What Success Looks Like
- Members understand and actively use their devices
- Positive, high-quality member interactions
- Consistent presentation of relevant service options
- Improved member satisfaction and retention
- Accurate documentation and follow-through
Requirements
- 2–3+ years of experience in customer service, call center, healthcare, or related field
- Strong communication and active listening skills
- Ability to handle sensitive conversations with empathy and professionalism
- Comfortable with outbound calls and proactive engagement
- Ability to balance member experience with performance expectations
- Basic technical proficiency and ability to learn systems quickly
- Experience with sales, retention, or account management is a plus
Benefits
- Health Care Plan (Medical, Dental & Vision)
- Paid Time Off (Vacation & Public Holidays)
- Short Term & Long Term Disability
- Retirement Plan (401k)