Member Support Specialist

Medical Guardian; United States; Remote; USD 19,000 - 28,000; Full time

Benefits offered by this job

Health insurance

Paid time off

Disability insurance

401k

Job summary

Medical Guardian is seeking a proactive Member Support Specialist to assist members and caregivers with orders, product activations, troubleshooting and billing. The role emphasizes compassionate, patient-centered service from a remote home-based work setting, with a focus on delivering peace of mind to our members.

The position offers two shifts, paid time off after 60 days, and a private home workspace. Ideal candidates have 2+ years in member services, strong communication and multitasking

Qualifications

• 2+ years previous member service call center or member-facing experience desired.
• Associate or bachelor’s degree(preferred);highschooldiploma required
• Computer proficient with the ability to multi-task
• Professional, enthusiastic and kind with a passion for serving
• Effective active listening skills with ability to probe to ensure appropriate resolution
• Strong communication, organization and time-management skills

Responsibilities

• Answer incoming telephone calls from members and/or caregivers needing assistance with their order, product, billing and/or other account services.
• Guide callers through troubleshooting, 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.

Skills

Call center experience

Customer service

Communication

Active listening

Education

High school diploma required

Associate or bachelor’s degree preferred

Tools

Computer proficiency

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 arededicatedtothe 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)