# Member Services Specialist

> Medical Guardian · United States (Remote) · Full-time · Posted 2026-08-25

**Workplace:** remote

**Department:** Member Experience

## 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

## Requirements

-   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

## Benefits

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

## Apply

[Apply at Medical Guardian](https://apply.workable.com/medical-guardian/j/394799B655/apply)

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