Member Services Specialist

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)

Originally posted on Himalayas