Medical Guardian

Customer Support

• Answer incoming telephone calls from members and/or caregivers needing assistance with orders, products, billing, and other account services.
• Guide callers through troubleshooting, navigating the company site, or effectively using products or services.
• Maintain superior knowledge of Medical Guardian products, services, and billing practices.
• Perform account updates and thoroughly document conversations to keep member records complete and current.
• De-escalate dissatisfied members, research issues, and offer solutions.
• 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 assigned duties.

Member Support Specialist

Full-stack Engineer

• Own application architecture for new development and partner with existing system owners
• Make and document decisions on application structure, technology and framework choices, integration approaches, and service boundaries
• Serve as escalation point for complex technical decisions
• Design, build, and maintain shared frameworks, libraries, and abstractions
• Own authentication, authorization, error handling, resiliency, logging, metrics, observability, integration standards, and service contracts
• Write and review production code in PHP for existing systems and C#/.NET for new services and modernization
• Define and uphold technical quality standards and assess technical debt and delivery tradeoffs
• Partner with release and operations leadership to ensure production-safe changes
• Mentor engineers through code reviews, pairing, and implementation-focused design discussions
• Provide technical input on scoping and estimates and surface architectural risks
• Collaborate with DevOps and infrastructure teams on deployment patterns, CI/CD evolution, and environment consistency
• Communicate technical decisions to engineering leadership and stakeholders
• Supervise and line-manage a small number of engineers while remaining primarily hands-on

Principal Software Engineer

Salesforce Developer

• Design, build, and maintain data extensions, attribute groups, and relational data models in Contact Builder
• Write and optimize advanced SQL query activities for segmentation, suppression, deduplication, and reporting
• Build and monitor recurring data feeds and imports, validate field mappings and personalization data, and troubleshoot data-flow issues
• Build and maintain sendable-audience logic, filtered lists, exclusion and suppression frameworks, and engagement-based segments
• Configure Journey Builder journeys end to end from Lifecycle specifications
• Build and maintain Automation Studio automations, including scheduled imports, query chains, file drops, and triggered sends
• Develop AMPscript and SSJS for personalization and dynamic content
• Run technical QA and UAT for data validation, personalization logic, and journey behavior
• Monitor contact counts and Super Message usage; forecast growth and flag overage risk
• Implement deduplication, suppression, archival, consent, compliance, and opt-out processing strategies
• Enforce data-segregation standards for healthcare data and marketing data
• Maintain naming conventions, documentation, version control, and controlled release and rollback practices
• Maintain Marketing Cloud Connect and validate SFMC-to-Salesforce object mapping and engagement-data synchronization
• Maintain Knak-to-SFMC integration and build REST/SOAP API integrations
• Support lead lifecycle data flows and lead-count integrity between systems
• Own internal SFMC reporting and data-quality monitoring
• Ensure accurate SFMC and Salesforce data pipes into broader reporting platforms
• Partner with Marketing Analytics & Insights on measurement handoffs and emerging capabilities

Compliance

• Design, implement, and maintain a comprehensive compliance program meeting state and federal requirements, including Medicaid, Medicare, and HIPAA regulations
• Develop and update policies and procedures to reflect regulatory changes
• Create a compliance framework integrating training, documentation, monitoring, and enforcement mechanisms
• Develop and execute internal audit plans
• Identify compliance risks, conduct assessments, and recommend corrective actions
• Manage and oversee Corrective Action Plans (CAPs)
• Ensure company-wide adherence to HIPAA privacy and security standards related to Protected Health Information (PHI)
• Monitor activities, investigate potential violations, and enforce corrective actions
• Collaborate with IT and operations teams regarding PERS-related healthcare systems and technology
• Provide ongoing compliance training and educate internal stakeholders, including executive leadership
• Lead compliance-driven projects involving product launches, IT implementations, organizational processes, and contracts
• Partner with legal, operations, and IT teams on compliance for new initiatives and contracts
• Maintain compliance documentation, including policies, audit results, risk assessments, and corrective action plans
• Prepare regular compliance reports for executive leadership
• Perform other duties as assigned

Compliance Manager

Sales

• Handle inbound and outbound sales calls daily to convert potential customers into subscribers
• Use provided laptops, headsets, Salesforce CRM, Microsoft applications, and Five9 adapter to document sales calls and activities
• Listen to customers, seek solutions, establish value, make recommendations, and overcome objections
• Maintain high personal and professional ethical standards while achieving sales results and qualifying for rewards, recognition, and promotion
• Handle or exceed at least 75 sales calls during an 8.5-hour shift
• Participate in video meetings, events, and individual coaching sessions with sales leadership
• Complete sales calls and training remotely from home

Member Support Specialist

Principal Software Engineer

Salesforce Developer

Compliance Manager

Sales Representative