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)