Member Advocate – Support Specialist

📋 Description

• Promptly and professionally respond to Member inquiries via phone, email, text, and chat.

• Inform Members about NOCD services and the fundamentals of the treatments we provide.

• Offer accurate details regarding our products/services, pricing, and policies.

• Efficiently troubleshoot and resolve customer issues and concerns while maintaining a positive demeanor.

• Assist Members with rescheduling services and transferring therapists.

• Help Members with any technology-related questions.

• Document essential patient demographic information, referrals, insurance, and contact details.

• Exhibit empathy, compassion, and cultural awareness.

• Collaborate with other departments to ensure the timely resolution of complex customer issues.

• Maintain detailed records of customer interactions, transactions, and inquiries in our CRM system.

• Adhere to company policies and procedures to ensure compliance with high customer service standards.

• Contribute to maintaining a high level of customer satisfaction and loyalty.

• Uphold confidentiality and security by following HIPAA guidelines.

⛳️ Requirements

• A bachelor's degree is recommended.

• Demonstrable customer service experience.

• Exceptional communication skills, both written and verbal.

• Strong problem-solving and decision-making skills.

• Empathy and a sincere desire to assist customers.

• Capability to manage high-stress situations with professionalism and patience.

• Proficiency in customer service software and EHR systems.

• Flexibility to work shifts, including evenings, weekends, and holidays if necessary.

• A positive attitude and dedication to providing outstanding customer experiences.

• Comfort and efficiency with technology.

• Knowledge and experience in healthcare, mental healthcare, or insurance is a valuable asset!

🏝️ Benefits

• Comprehensive benefits package, which includes medical, dental, vision coverage, and 401(k) matching.

• 11 observed company holidays each year.

• Paid Time Off (PTO) based on an accrual system.

• NOCD offers 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.