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