Member Support 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

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

Schedule:

• Two (2) shifts are available for this role and are assigned due to business needs. If you have a preference, please discuss with the hiring manager during your interview. A sample of shift times are as follows:
  • 1st Shift: 9 AM (8:55 AM for huddle) - 5:30 PM / 6 PM (on Monday) EST (4 weekdays + Saturday or Sunday > 9 AM - 5 PM EST)
  • 2nd Shift: 11:30 AM - 8 PM Eastern time. 5 weekdays (Mon-Fri)

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:

MONDAY, November 2nd

• 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.
• Must be able to consistently work full shift with prescheduled (2) 15 minutes breaks and (1) 35-minute lunch break that are optimized around the business need.

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)