Member Experience Specialist

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

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.