Member Advocate- Support Specialist
About The Role
As a Support Specialist, you will be among those who are the frontline of our company, interacting directly with our valued Members. Your primary responsibility will be to ensure superb customer experience by addressing inquiries, resolving issues, and providing assistance in a professional and friendly manner. You will play a vital role in maintaining our reputation for a VIP Member experience.
In order to excel at this position, you will need to feel equipped and passionate about connecting people to NOCD care, in order to help encourage them to receive the results possible through ERP therapy. This is a team environment at a fast-growing company where we are all united in providing the best experience possible.
You will be expected to utilize critical thinking, be able to prioritize efficiently, employ creative problem solving when presented with challenges, and manage and report relevant data to your manager in a timely manner. Essential skills that should be already mastered coming into this role are: being able to communicate effectively with Members and other teams, resolve matters in a professional manner, and be available consistently during work hours, given the remote working environment.
The position involves being a known advocate for Members who come to you with all concerns they have. These are often complex concerns and complaints that need to be investigated both by you as well as escalated to our Clinical Leadership team and followed through to Member satisfaction. This requires you to be extremely thorough, follow through entirely, but also manage all of your other waiting members in a timely manner.
*Please note that role responsibilities are subject to change and therefore a “floater” mentality is necessary. Daily role will depend on volume and project management.*
Key Responsibilities:
- 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.
Who You Are
- 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!
What We Offer
- 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