NOCD

Customer Support

• Respond to Member inquiries via phone, email, text, and chat promptly and professionally.
• Educate Members on NOCD services and the basics of treatments that we offer.
• Provide accurate information about our products/services, pricing, and policies.
• Troubleshoot and resolve customer issues and concerns efficiently while maintaining a positive attitude.
• Assist members in rescheduling services and transferring therapists.
• Provide assistance to Members with technology questions.
• Document essential patient demographic, referral information, insurance, and contact information.
• Display empathy, compassion, and cultural sensitivity.
• Collaborate with other departments to ensure timely resolution of complex customer problems.
• Keep detailed records of customer interactions, transactions, and inquiries in our CRM system.
• Follow company policies and procedures to ensure compliance with exceptional customer service standards.
• Assist in maintaining a high-level of customer satisfaction and loyalty.
• Maintain confidentiality and security, following HIPAA guidelines.

Member Advocate – Support Specialist