Support Specialist, Member Advocate

Summary

Join NOCD, the leading telehealth provider for OCD treatment, as a Support Specialist! In this fully remote, full-time position, you'll be the first point of contact for our members, ensuring a VIP experience. You will address inquiries, resolve issues, and provide assistance with a professional and friendly demeanor. Success in this role requires strong communication, problem-solving skills, and the ability to handle complex situations with empathy and efficiency. You'll collaborate with various teams and maintain detailed records. This is a fast-paced environment where a flexible approach is key. The position offers a comprehensive benefits package.

Requirements

• 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 CRM 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

Responsibilities

• Respond to Member inquiries via phone, email, text, and chat promptly and professionally
• Educate patients on NOCD services and the basics of treatments that we offer
• Provide accurate information about our products/services, pricing, policies, and promotions
• 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

Preferred Qualifications

Healthcare, mental healthcare, or insurance knowledge and experience is a great bonus!

Benefits

• Health insurance, including dental and vision
• Life insurance
• 401(k)
• Paid time off - 4 weeks
• Parental leave