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
What Success Looks Like
Requirements
Benefits
Serve as a Mandarin-English point of contact for prospective and current clients, managing inquiries, consultations, follow-ups, records, and administrative coordination to support client satisfaction and intake goals.
Handle inbound calls for a range of businesses, helping callers with empathy, taking and delivering accurate messages, booking appointments, and transferring calls while providing polished, client-focused service.
Support members through onboarding, account setup, and ongoing questions by phone and email, offering empathetic guidance, practical solutions, and accurate documentation throughout their financial journey.
Support members throughout their financial journey by answering questions, setting up accounts, and providing empathetic guidance and solutions through phone and email.
Support members throughout their financial journey by answering questions, setting up accounts, and providing empathetic guidance and solutions through phone and email.
