Member Advocate – Support Specialist

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🕒 May 14

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NOCD

WebsiteLinkedInAll Job Openings

201 - 500 employees

⚕️ Healthcare Insurance

☁️ SaaS

🧘 Wellness

💰 $34M Series B on 2023-01

Healthcare Insurance • SaaS • Wellness

NOCD is a mental health service provider specializing in the treatment of Obsessive-Compulsive Disorder (OCD) through Exposure and Response Prevention (ERP) therapy. The company offers personalized virtual therapy sessions with highly trained OCD specialists, who are experienced in delivering effective ERP therapy that is twice as fast as standard ERP therapy. NOCD is committed to providing accessible mental healthcare, accepting most insurance plans, and offering comprehensive support through their app. They pride themselves on their rigorous therapist training and evidence-based approach, enhancing the quality of life for those suffering from OCD. Based in Chicago, NOCD serves a diverse range of clients across all 50 states with a focus on their unique needs and backgrounds.

📋 Description

• Respond to Member inquiries via phone, email, text, and chat promptly and professionally. • Educate Members on NOCD services and the basics of treatments that we offer. • Provide accurate information about our products/services, pricing, and policies. • Troubleshoot and resolve customer issues and concerns efficiently while maintaining a positive attitude. • Assist members in rescheduling services and transferring therapists. • Provide assistance to Members with technology questions. • Document essential patient demographic, referral information, insurance, and contact information. • Display empathy, compassion, and cultural sensitivity. • Collaborate with other departments to ensure timely resolution of complex customer problems. • Keep detailed records of customer interactions, transactions, and inquiries in our CRM system. • Follow company policies and procedures to ensure compliance with exceptional customer service standards. • Assist in maintaining a high-level of customer satisfaction and loyalty. • Maintain confidentiality and security, following HIPAA guidelines.

🎯 Requirements

• Bachelor’s degree recommended • Proven customer service experience • Excellent communication skills, both written and verbal • Strong problem-solving and decision-making abilities • Empathy and a genuine desire to help customers • Ability to handle high-stress situations with professionalism and patience • Proficiency in using customer service software and EHR systems • Flexibility to work in shifts, including evenings, weekends and holidays, if required • A positive attitude and a commitment to delivering exceptional customer experiences • Comfort and efficiency with technology • Healthcare, mental healthcare, or insurance knowledge and experience is a great bonus!

🏖️ Benefits

• Comprehensive benefits package, including medical, dental, vision coverage, and 401(k) match • 11 observed company holidays a year • PTO based on an accrual system • NOCD provides 12 weeks of fully paid parental leave for the primary caregiver, and 6 weeks of fully paid leave for the secondary caregiver, for qualifying full-time employees