Member Advocate

NOCD; Chicago (IL); Hybrid; USD 50,000 - 60,000; Full time

Benefits offered by this job

Medical, dental, vision

401(k) match

11 holidays

PTO accrual

Parental leave 12 weeks (primary)

Parental leave 6 weeks (secondary)

Job summary

NOCD is seeking a Member Advocate to deliver white-glove support to our therapy‑seeking members across phone and written channels. You will handle scheduling, billing inquiries, and complex cases, while documenting interactions in our CRM with HIPAA compliance.

You will join a six‑person cohort with dedicated training in our Omnichannel workspace, working from our Chicago office and remotely on off days. This role emphasizes empathy, active listening, and collaboration across teams.

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.
• 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.

Responsibilities

• Handle member requests end to end across phones and chat, including scheduling and cancellations.
• Troubleshoot and resolve issues with billing, insurance, and tech support.
• Escalate to clinical, billing, or product with complete context.
• Document interactions accurately in member records and CRM.
• Maintain HIPAA privacy and provide empathetic support.
• Collaborate with teammates and partner teams to meet goals.

Skills

Customer service experience

Active listening

Empathy

Multitasking

Communication skills

Education

Bachelor's degree

Tools

EHR system

CRM systems

Multiple software systems

Job description

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
• Discharge process
• Medical records and Release of Information (ROI)
• Therapist transfers

Investigate before you escalation. 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 dont 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 , 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 escal.
• 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

• Pay: $50,000 - 60,000, plus bonus potential
• 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.