Member Support Specialist

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

Benefits offered by this job

Health insurance

Paid Time Off

Disability insurance

401(k) retirement plan

Job summary

Medical Guardian is hiring a Member Support Specialist to assist members and caregivers with orders, products and billing. You will guide callers through troubleshooting, navigate the site, and ensure accurate information is communicated.

Join a supportive team and play a key role in protecting members' peace of mind, with a home-based setup and dedicated workspace requirements. This role offers growth and opportunities to promote additional services.

Qualifications

• 2+ years in member service call center or member-facing experience preferred.
• Associate or Bachelor’s degree preferred; high school diploma required
• Computer proficiency and ability to multi-task
• Professional, enthusiastic and kind with a passion for serving

Responsibilities

• Answer incoming calls from members or caregivers needing assistance with orders, products, billing or other services.
• Guide callers through troubleshooting and using products/services.
• Maintain knowledge of Medical Guardian products, services and billing practices to ensure accurate information.
• Document conversations and update member records.
• De-escalate dissatisfied members and offer solutions to resolve problems.
• Promote additional products and services during calls; sell add-ons where appropriate.
• Collaborate with teammates to improve member experience.
• Meet personal/team performance objectives.
• Perform other duties as assigned.

Skills

Active listening

Communication skills

Computer proficiency

Multi-tasking

Professional demeanor

Education

Associate or Bachelor's degree (preferred); high school diploma required

Job description

AtMedical Guardian,we empower our members to live a life without limits. We do this by offering best-in-classservicefor members who own our medical alert devices.As a Member Support Specialist, you will playacritical role by working directly with our members and their loved ones. Weguidethemthroughproductactivations, troubleshooting, billing, and much more.We do this within a supportive and friendly team environment, whichreflectsMedical Guardian’saward-winningcompany culture.

This roleoffersourmemberspeace of mind, security,and confidence, andsometimesyourworkwillsavelives.Because of this,we take pride in helpingtoprotect our members,andwe are dedicatedtothe Medical Guardianmission.If this soundslikethe right fit for you, pleaseread on to learn more.

Compensation:

• $17 per hour

For this role:

• We are seeking experienced member service professionalsand those who are caring and compassionateto join our team.
• Equipment isprovided.
• Permanent residency in one of the following states isrequired: AZ, DE, FL, GA, KY, KS, MA, MD, MI, NJ, NM, NV, OH, PA, SC, ID, IL, NC, TN, WV, UT and TX only.
• Must be legally authorized to work in the United States without the need for employer sponsorship now or in the future.

Start Date:

• Paid Time Offavailable after 60 days. Please commit to perfect attendance during the first 60 days.
• A dedicated private workspace with appropriate internet speed to effectively work from a home setting is required for this role.

Key Duties and Responsibilities:

• Answerincoming telephone calls from membersand/orcaregiversneeding assistance with theirorder,product, billingand/or otheraccount services.
• Guide callers through troubleshooting, navigating the company site oreffectivelyusing 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, promotingthe value of additional products and services duringservice calls.
  • This includes selling add-ons to existing members.
• Display positive attitude while communicating with all internal and external members; collaborate with teammembersto improve the member experience.
• Meet personal/team qualitative and quantitativeperformance objectives.
• Perform other duties and responsibilities as assigned.

Desired Experience:

• 2+ years previous member service call center or member-facing experience desired

Required Skills:

• Associate or bachelor’s degree(preferred);highschooldiploma required
• Computer proficient with the ability to multi-task
• Professional, enthusiastic and kindwith a passion for serving
• Effective active listening skills with ability to probe to ensure appropriate resolution
• Strong communication, organization and time-management skills

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