Member Advocate – Support Specialist

NOCD

Support Specialist ensuring superb customer experience for NOCD's members via phone, email, text, and chat. Educating members on services, troubleshooting issues, and collaborating for resolution.

Posted 5/14/2026full-timeRemote • 🇺🇸 United StatesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

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.

Requirements

What you’ll need

Bachelor’s degree recommended
Proven customer service experience
Excellent communication skills, both written and verbal
Strong problem-solving and decision-making abilities
Empathy and a genuine desire to help customers
Ability to handle high-stress situations with professionalism and patience
Proficiency in using customer service software and EHR systems
Flexibility to work in shifts, including evenings, weekends and holidays, if required
A positive attitude and a commitment to delivering exceptional customer experiences
Comfort and efficiency with technology
Healthcare, mental healthcare, or insurance knowledge and experience is a great bonus!

Benefits

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

customer service experienceproblem-solvingdecision-makingEHR systems proficiencytechnology assistance

Soft Skills

communication skillsempathypatiencepositive attitudecultural sensitivity

Certifications

Bachelor’s degree