Member Advocate

NOCD; Chicago (IL); Hybride; USD 50 000 - 60 000; Plein temps

Avantages offerts par ce poste

Medical, dental, vision coverage

401(k) match

11 company holidays

PTO accrual

Résumé du poste

NOCD is seeking a Member Advocate to deliver white-glove service to members before, during, and after therapy sessions. You will handle phone calls and written communications, solve problems, and ensure a seamless, personal care experience.

This role requires working at our Chicago office on scheduled days and joining a new cohort with dedicated training. Responsibilities include end-to-end issue resolution, privacy protection under HIPAA, and collaboration with Clinical, Billing, and Product

Qualifications

• 3–5 years of customer service, patient support, or contact center experience across phone and written channels.
• Excellent, professional written and verbal communication, with clean spelling and grammar.
• Comfort juggling multiple systems at once.

Responsabilités

• Resolve member requests end to end, from scheduling, cancellations, and tech support to more complex cases like billing and insurance, concerns and escalations, crisis protocol, ROI, therapist transfers.
• Investigate before elevating using SOPs and our systems, then hand off with details.
• Guide members through their journey, explaining processes and removing steps to reduce follow-up.
• Document interactions accurately in member records and CRM with correct tags and status.
• Provide empathetic support during difficult moments in treatment.
• Protect member privacy under HIPAA.
• Own personal metrics and help the team meet goals.

Connaissances

Customer service

Written communication

Multi-system navigation

Empathy

Active listening

Formation

Bachelor's degree

Description du poste

NOCD is the #1 telehealth provider for the treatment of obsessive-compulsive disorder (OCD). OCD is one of the most severe, prevalent, and misunderstood mental health conditions.NOCD creates access to online therapy for people with OCD through our telehealth platform. In the NOCD app, Members can quickly access and schedule live, face-to-face video therapy sessions with our national network of licensed Therapists that specialize in Exposure and Response Prevention Therapy (ERP) - considered the \"gold standard\" in OCD treatment.

At NOCD, we help people reclaim their lives with clinically proven OCD treatment, by removing barriers to OCD care, and reducing the stigma associated with OCD. We’re changing the world and need other like-minded individuals to accelerate and expand our efforts.

About the role

Member Advocates deliver white glove service to our members before, during, and after their therapy sessions. You'll support members by phone and written communication (emails, texts, and chats), solve problems as they come up, and make every step of getting care feel seamless and personal.

Our team runs on trust, transparency, and connection. We're solution-focused and in it together, with Leads and Managers working the channels alongside you. Your ideas help shape our tools and the member experience.

You’ll join a new cohort of six with dedicated training, working in our Omnichannel workspace, where every member conversation lives in one place.

What you’ll do

Essential requirements: You work every case on both of our main channels: phones and written communication (emails, texts, and chats), including back-to-back live calls. Schedules rotate in focused blocks and everyone takes phone shifts. You’ll work at a computer with a headset for most of your shift and commute to our Chicago office on scheduled days.

Responsibilities

• Resolve member requests end to end, from scheduling, cancellations, and tech support to more complex cases like:


• Billing and insurance


• Concerns and escalations


• Crisis protocol


• Medical records and Release of Information (ROI)


• Therapist transfers


• Investigate before you elevate. Use SOPs and our systems to find the full answer, then hand off to Clinical, Billing, or Product with the details already gathered.


• Guide members through their whole journey. Explain how our processes work, prepare them for what comes next, and remove extra steps so they don't have to follow up.


• Document every interaction accurately in our member record and member relationship management systems, with the right tags and status.


• Support members with empathy during hard moments in treatment.


• Help teammates where volume is highest, and flag patterns and friction you see.


• Protect member privacy under HIPAA.


• Own your individual metrics (quality score, productivity by channel, customer satisfaction score) and help the whole team hit its goals.

Who you are

• Member first. Every decision starts with what's best for the member.


• High emotional intelligence. You build genuine connection, validate how members feel, meet them where they are, and personalize every interaction.


• Active listener. You hear the full concern, spoken or written, and address every part of it.


• Detail-oriented and accurate. You follow SOPs precisely, investigate thoroughly, give members correct answers, and get documentation and system updates right the first time.


• Curious investigator. You dig for the why before asking for help.


• Proactive problem-solver. You think ahead, take ownership, and anticipate what the member will need next.


• Confident. You trust what you know, lead the conversation, and calm tense moments before they elevate.


• Efficient without cutting corners. You balance pace with quality.


• Strong on every channel , as warm on the phone as you are in chat.


• Coachable. You're comfortable receiving feedback, applying it, and it sticks.


• Growth mindset. You bring a continuous improvement mindset to your everyday work.


• Collaborative and approachable. You work closely with teammates and partner teams, and you partner with members on next steps rather than deciding for them. People feel comfortable coming to you.


• Reliable and dependable. You show up for your team and our members, every shift.


• Positive influence. You bring positive energy and passion to the team and the work.

Requirements

• 3–5 years of customer service, patient support, or contact center experience across phone and written channels, or similar relevant experience


• Excellent, professional written and verbal communication, with clean spelling and grammar


• Comfort juggling multiple systems at once


• Calm, professional handling of emotional conversations

Nice to have: mental health work experience, healthcare or insurance experience, experience with an electronic health record (EHR) system, bilingual (Spanish), bachelor's degree.

The Details

• Location: Hybrid, in our Chicago office Tuesday, Wednesday, and Thursday, and remote on your other scheduled days.


• Shift: 9:00 AM–5:30 PM CT. Monday–Friday during training, then Monday–Thursday plus alternating Fridays and Saturdays


• Training: Paid cohort training starting Monday, November 30, 2026

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

Additional Notes: This role’s responsibilities may evolve to meet business needs. Reasonable accommodations are available for individuals with disabilities to perform essential functions. Must have a valid driver's license.

The pay range for this role is:

50,000 - 60,000 USD per year (Chicago, IL)