Member Services Specialist

Job description

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)