Member Experience Advocate

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

Benefits offered by this job

Medical, dental, vision coverage

401(k) match

11 company holidays

PTO accrual

Job summary

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.

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, 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.

Skills

Customer service

Written communication

Multi-system navigation

Empathy

Active listening

Education

Bachelor's degree

Job description

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