12/14/2026 - Onsite Member Care Agent - $17/HR.

MarketSource•San Antonio, TX

3d•Onsite

About The Position

The Member Care Agent (MCA) receives and processes incoming and outgoing phone calls, emails, chats, and paper inquiries and complaints for assigned clients and programs. The role follows corporate and department policies, procedures, quality standards, and applicable laws and regulations. As required, the agent contacts Members to inform them about and qualify new opportunities, address inquiries, and maintain a strong working relationship with team members and department contacts to continuously improve service. The agent connects with current and potential Members, routes sales questions to Licensed Agents, manages interactions across multiple communication channels, investigates or troubleshoots issues, and documents interactions accurately while using client systems. The role requires protecting confidential information, meeting quality and performance expectations, and escalating situations that could adversely affect the client or company to a Supervisor.

Requirements

Strong customer service and engagement skills.
Excellent verbal and written communication, including vocabulary and articulation.
Ability to research and resolve Member issues within the scope of responsibility in a timely manner.
Ability to maintain in-depth knowledge of department policies and procedures.
Ability to establish and maintain professional relationships with internal and external customers, including Members, teammates, and department contacts.
Ability to communicate complex Medicare programs clearly, objectively, and accurately while conveying assurance, confidence, and empathy.
Ability to multitask, define problems, collect data, establish facts, and draw valid conclusions.
Ability to interpret a wide variety of technical instructions in mathematical or diagram form and work with abstract and concrete variables.
Experience using internet-based systems and Windows applications such as Word, Excel, and Outlook.
Ability to work a flexible schedule that may require holiday and weekend coverage.

Nice To Haves

Two years of call center and/or customer service experience preferred.

Responsibilities

Connect with current and potential Members and triage calls based on their needs, directing sales questions to a Licensed Agent in accordance with applicable policies and procedures.
Manage inbound and outbound phone calls, emails, chat messages, and paper interactions.
Process Member interactions to collect information, investigate issues, or diagnose and troubleshoot problems while following policies, procedures, quality standards, and applicable laws and regulations.
Maintain strict confidentiality of information provided by Members and data accessed in assigned systems.
Document call data with clear, concise notes accurately and promptly while navigating client systems during interactions.
Meet established quality and performance expectations in support of department and program goals.
Escalate situations that could adversely affect the client or company to a Supervisor as required by documented procedures.
As required, call Members to inform them about and qualify new opportunities and address their inquiries.
Establish and maintain working relationships with team members and department contacts to support and improve service.