Member Services Specialist

Medical Guardian; Northern (KY); Hybrid; USD 32,000 - 46,000; Full time

Benefits offered by this job

Health Plan (Medical, Dental & Vision)

Paid Time Off

Short Term Disability

Long Term Disability

Retirement Plan (401k)

Job summary

Medical Guardian seeks compassionate Member Services Agents to join the Member Experience team. You will execute outbound and inbound campaigns, educate members on device usage, and support enrollments with a focus on retention and service adoption.

Through empathetic, education-based conversations you’ll reinforce service value, address barriers, and document interactions in our system tools, ensuring high-quality member experiences.

Qualifications

• 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.

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

Skills

Customer service

Active listening

Empathy

Communication

Outbound calling

Team collaboration

Tools

CRM systems

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

• 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

• Health Care Plan (Medical, Dental & Vision)
• Paid Time Off (Vacation & Public Holidays)
• Short Term & Long Term Disability
• Retirement Plan (401k)