Member Support & Experience Specialist

Medical Guardian; Northern (KY); Remote; USD 19,000 - 28,000; Full time

Benefits offered by this job

Health Care Plan

Paid Time Off

Short Term Disability

Long Term Disability

Retirement Plan (401k)

Job summary

Medical Guardian is seeking a Member Support Specialist to assist members and caregivers with activations, troubleshooting, billing, and other account services, delivering compassionate, patient-focused support in a fast-paced, team-driven environment.

You will maintain authoritative product knowledge, document conversations thoroughly, de-escalate dissatisfied members, and promote additional products and services during service calls while ensuring accurate information and timely resolutions.

Qualifications

• Associate or bachelor's degree (preferred); high school diploma required.
• Computer proficient with multitasking ability.
• Professional, enthusiastic, and kind with a passion for serving.
• Effective active listening with ability to probe to ensure appropriate resolution.
• Strong communication, organization and time-management skills.

Responsibilities

• Answer incoming calls from members and caregivers needing assistance.
• Guide callers through troubleshooting and navigating the company site or effectively using the products or services.
• Maintain superior knowledge of Medical Guardian products, services and billing practices to ensure that information communicated to the member is accurate and complete.
• Perform account updates as needed and thoroughly document conversations to keep member records complete and current.
• De-escalate situations involving dissatisfied members; research issues and offer solutions to resolve problems.
• Be a company brand ambassador, promoting the value of additional products and services during service calls.
• Display positive attitude while communicating with all internal and external members; collaborate with team members to improve the member experience.
• Meet personal/team qualitative and quantitative performance objectives.
• Perform other duties and responsibilities as assigned.
• Must be able to consistently work full shift with prescheduled breaks and lunch.

Skills

Active listening

Customer service

Communication

Problem solving

Multitasking

Education

Associate or Bachelor's degree (preferred)

High school diploma required

Job description

Medical Guardian is seeking a Member Support Specialist to assist members and caregivers with activations, troubleshooting, billing, and other account services, delivering compassionate, patient-focused support in a fast-paced, team-driven environment.

You will maintain authoritative product knowledge, document conversations thoroughly, de-escalate dissatisfied members, and promote additional products and services during service calls while ensuring accurate information and timely resolutions.