Member Support Specialist
About the job
- Must be able to consistently work the full shift with two prescheduled 15-minute breaks and one 35-minute lunch break, optimized around business needs.
- A high school diploma is required.
- Computer proficiency and the ability to multitask are required.
- The role requires effective active listening and the ability to probe to ensure appropriate resolution.
- The role requires strong communication, organization, and time-management skills.
- Answer incoming telephone calls from members or caregivers needing assistance with orders, products, billing, or other account services.
- Guide callers through troubleshooting, navigating the company site, or effectively using products or services.
- Maintain thorough knowledge of Medical Guardian products, services, and billing practices to ensure information communicated to members 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.
- Promote the value of additional products and services during service calls, including selling add-ons to existing members.
- Communicate positively with internal and external members and collaborate with team members to improve the member experience.
- Meet personal and team qualitative and quantitative performance objectives.
- Perform other duties and responsibilities as assigned.
- Two or more years of previous member-service call center or member-facing experience is desired.
- An associate or bachelor's degree is preferred.
About the company
Medical Guardian provides connected care for seniors by selling medical alert systems with ongoing monitoring services. Its products include in-home systems with a base station and wearable button, mobile GPS-enabled devices for use inside and outside the home, and the MGMove medical alert smartwatch. All systems connect to a 24/7 U.S.-based monitoring center that can dispatch help, with features like automatic fall detection so help can be summoned even if the user cannot press a button. The company emphasizes user-friendly, wearable designs to reduce stigma and encourage adoption, aiming to help older adults live independently and age in place. Compared with other providers, it offers a diverse range of devices (including a smartwatch) and a clear focus on ease of use and reliable emergency response within a subscription model.
Company Size
201-500
Company Stage
N/A
Total Funding
N/A
Headquarters
Philadelphia, Pennsylvania
Founded
2005
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Simplify's Take
What believers are saying
- Guardian Flex launched August 2026 and sold at $39.95 monthly, widening adoption.
- Membership reached 630,000 in 2026, while calls rose to 200,000 monthly.
- October 2026 expansion into RPM strengthens recurring revenue beyond emergency alert subscriptions.
What critics are saying
- Caplan TCPA and E-BEACON patent cases, both filed December 2025, attack messaging and IP.
- Brodsky employment litigation filed January 2026 exposes internal workplace and management strain.
- Competition from Life Alert, MobileHelp, and commodity wearables compresses pricing and churn by 2026.
What makes Medical Guardian unique
- Guardian Flex shrinks 30% while preserving 24/7 monitoring and GPS tracking, August 2026.
- MobileHelp acquisition unified PERS, RPM, and engagement across 630,000 members, May 2024.
- Vesta partnership and no-pairing RPM devices target Medicare and Medicaid chronic-care workflows, April 2025.
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Benefits
- Health Insurance
- Dental Insurance
- Vision Insurance
- Paid Vacation
- Paid Holidays
- Paid Sick Leave
- Disability Insurance
- Life Insurance
- 401(k) Retirement Plan
- 401(k) Company Match