Onsite Member Care Agent

Member Care Agent

Market Source is a sales acceleration company focused on delivering better outcomes for many of the world's most iconic brands. We design, operationalize, and execute managed sales and customer experience solutions for companies in B2B and B2C environments.

Our solutions are purpose-built and tech-enabled to deliver measurable improvements in business outcomes. We live by a set of people-focused values that guide our relationships with each other and with our clients. By putting people first, working together to make others successful, and establishing a rich and empowered work culture, we create opportunities for our people and the businesses we serve to be successful.

The Member Care Agent (MCA) is responsible for receiving and processing incoming and outgoing phone calls/emails/chats and paper inquiries and complaints for assigned clients and programs in accordance with corporate and department policies, procedures, quality standards, and applicable laws and regulations; as required, perform calls to Members in order to inform and qualify new opportunities and address Member inquiries, ensuring adherence to established policies and procedures;

establish a good working relationship with team members and department contacts in order to maintain, and continuously strive to improve the level of overall service being provided.

Essential Job Functions

• Connect with current and potential Members in order to triage calls based on need, including directing any sales question to Licensed Agent while ensuring adherence to corporate and department policies and procedures
• Manage multiple channels of communication, including inbound and outbound phone calls, emails, chat messages, and paper interactions
• Process Member interactions to collect information, investigate issues, or diagnose and troubleshoot problems with adherence to established policies, procedures, and quality standards as well as applicable federal or local laws and regulations
• Maintain strict confidentiality of information provided by Member or data accessed within assigned systems
• Documenting call data with clear, concise notes in a timely and accurate manner while navigating client systems during the call interaction
• Maintain established quality and performance expectations to support the overall goals and objectives of the department and program
• Escalate situations that could adversely impact the client or company as needed to Supervisor per documented procedure

Required Knowledge, Skills, and Abilities

• Strong customer service and engagement skills
• Excellent verbal and written communication (vocabulary and articulation)
• Research and resolve Member issues within the scope of responsibility in a timely manner
• Maintain an in-depth knowledge of department policies and procedures
• Establish and maintain a professional relationship with internal and external customers, including Members, teammates, and department contacts
• Ability to express assurance, confidence, and empathy while understanding complex Medicare programs in a clear, objective, and accurate manner
• Ability to multi-task to define problems, collect data, establish facts, and draw valid conclusions
• Ability to interpret an extensive variety of technical instructions in mathematical or diagram form and deal with several abstract and concrete variables

Job Requirements

• 2 years call center and/or customer service experience preferred
• Experience using internet-based systems and Windows applications (Word, Excel, Outlook, etc.)
• Work flexible schedule which may require holiday and weekend coverage

Market Source is an Equal Opportunity Employer and will consider all applications without regards to race, sex, age, color, religion, national origin, veteran status, disability, sexual orientation, gender identity, genetic information or any characteristic protected by law. If you would like to request reasonable accommodation, such as the modification or adjustment of the job application process or interviewing process due to a disability, please call  or email

• Medical, dental & vision
• 401(k)/Roth
• Insurance (Basic/Supplemental Life & AD&D)
• Short and long-term disability
• Health & Dependent Care Spending Accounts (HSA & DCFSA)
• Transportation benefits
• Employee Assistance Program
• Time Off/Leave (PTO, Vacation or Sick Leave)

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction…