Member Advocate- Support Specialist
WFA Digital Insight
The demand for skilled customer support specialists in the telehealth industry has grown significantly, with over 70% of healthcare companies now offering remote services. As the #1 telehealth provider for OCD treatment, NOCD is at the forefront of this shift. With a strong focus on customer experience and empathy, this role requires a unique blend of technical and interpersonal skills. Candidates should be prepared to highlight their ability to work in a fast-paced environment, think critically, and prioritize effectively. With the right skills and mindset, this role offers a chance to make a real difference in people's lives and be part of a growing and innovative company.
Job Description
About the Role
As a Member Advocate- Support Specialist at NOCD, you will be the primary point of contact for members, providing exceptional customer service and support via phone, email, text, and chat. Your day-to-day responsibilities will include responding to member inquiries, resolving issues, and educating members on NOCD services and treatments. You will be an integral part of a fast-growing company, working closely with a team of dedicated professionals to ensure a seamless and supportive experience for members.The Member Advocate- Support Specialist role is a critical component of NOCD's mission to provide accessible and effective OCD treatment. As a member of the support team, you will play a vital role in maintaining the company's reputation for exceptional customer service and ensuring that members receive the support they need to achieve their treatment goals.
NOCD is committed to creating a positive and inclusive work environment, where every team member feels valued and empowered to contribute their skills and expertise. As a remote worker, you will be part of a distributed team that values flexibility, autonomy, and open communication.
What You Will Do
- Respond to member inquiries via phone, email, text, and chat in a professional and timely manner
- Educate members on NOCD services and treatments, including the basics of Exposure and Response Prevention Therapy (ERP)
- Provide accurate information about products, services, pricing, and policies
- Troubleshoot and resolve customer issues and concerns efficiently, maintaining a positive attitude and empathetic approach
- Assist members in rescheduling services and transferring therapists
- Provide assistance with technology questions and issues
- Document essential patient demographic, referral information, insurance, and contact information
- Display empathy, compassion, and cultural sensitivity in all interactions
- Collaborate with other departments to ensure timely resolution of complex customer problems
- Keep detailed records of customer interactions, transactions, and inquiries in the CRM system
What We Are Looking For
- Bachelor's degree recommended
- Proven customer service experience, with a focus on empathy and problem-solving
- Excellent communication skills, both written and verbal
- Strong problem-solving and decision-making abilities
- Ability to work in a fast-paced environment, prioritizing tasks and managing multiple responsibilities
- Empathy and a genuine desire to help others
- Strong technical skills, including proficiency in Excel and CRM software
- Ability to maintain confidentiality and adhere to HIPAA guidelines
Nice to Have
- Experience working in the telehealth industry or a related field
- Knowledge of OCD treatment and ERP therapy
- Certification in customer service or a related field
- Bilingual or multilingual skills
Benefits and Perks
- Competitive salary and benefits package
- Opportunity to work with a fast-growing and innovative company
- Flexible and remote work arrangements, with a focus on work-life balance
- Professional development and training opportunities
- Access to a comprehensive health and wellness program
- Paid time off and holidays
- Employee recognition and reward programs
How to Stand Out
- Be prepared to highlight your customer service experience and skills, including any relevant certifications or training.
- Showcase your ability to work in a fast-paced environment, prioritizing tasks and managing multiple responsibilities.
- Emphasize your empathy and understanding of the importance of providing exceptional customer support in a telehealth setting.
- Familiarize yourself with NOCD's services and treatments, including ERP therapy, to demonstrate your knowledge and interest in the company's mission.
- Prepare examples of times when you had to troubleshoot and resolve complex customer issues, and explain how you approached the situation and found a solution.
- Be honest and transparent about your technical skills, including proficiency in Excel and CRM software.
- Research the company culture and values, and be prepared to discuss how your own values and work style align with those of NOCD.
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