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)
Originally posted on Himalayas
Who can apply
Eligible countries: United States. Accepted UTC offsets: UTC-10, UTC-9, UTC-8, UTC-7, UTC-6, UTC-5, UTC+14. Review the full description for employer-specific work authorization, residency and schedule requirements.