Member Advocate

NOCD • Chicago, IL

5d • $50,000 - $60,000 • Hybrid

About The Position

Member Advocates deliver white-glove service before, during, and after members’ therapy sessions. They support members by phone and written communication—including email, text, and chat—resolve issues, and help make accessing care seamless and personal. The team works collaboratively, with Leads and Managers also working on service channels. The role is part of a new cohort of six with dedicated training and uses an Omnichannel workspace that brings member conversations together in one place.

Advocates handle cases across phone and written channels, including back-to-back live calls, and work at a computer with a headset for most of their shift. The role is hybrid, with scheduled workdays at the Chicago office. Advocates manage members’ requests from initial contact through resolution, investigate issues before escalation, guide members through care processes, maintain accurate records, support members empathetically, protect privacy under HIPAA, and contribute to individual and team performance goals.

Requirements

• 3–5 years of customer service, patient support, or contact center experience across phone and written channels, or similar relevant experience.
• Excellent professional written and verbal communication, with clean spelling and grammar.
• Ability to handle multiple systems at once.
• Ability to handle emotional conversations calmly and professionally.
• Must have a valid driver's license.
• Work onsite at the Chicago office on scheduled days; the role is hybrid, with office days Tuesday, Wednesday, and Thursday and remote work on other scheduled days.
• Work 9:00 AM–5:30 PM CT. During training, the schedule is Monday–Friday; afterward it is Monday–Thursday plus alternating Fridays and Saturdays.
• Work on both phone and written channels, including back-to-back live calls; use a computer and headset for most of the shift.

Nice To Haves

• Mental health work experience.
• Healthcare or insurance experience.
• Experience with an electronic health record (EHR) system.
• Bilingual in Spanish.
• Bachelor's degree.

Responsibilities

• Resolve member requests end to end, including scheduling, cancellations, technical support, billing and insurance, concerns and escalations, crisis protocol, discharge, medical records and Release of Information (ROI), and therapist transfers.
• Investigate cases using SOPs and internal systems before escalating; provide relevant details when handing cases to Clinical, Billing, or Product.
• Guide members through their care journey by explaining processes, preparing them for next steps, and removing unnecessary steps or follow-up.
• Document every interaction accurately in member records and member relationship management systems, including appropriate tags and status.
• Support members with empathy during difficult moments in treatment.
• Help teammates where volume is highest and flag recurring patterns and sources of friction.
• Protect member privacy in accordance with HIPAA.
• Own individual quality, productivity by channel, and customer satisfaction metrics, and help the team meet its goals.
• Work across phone and written communication channels, including email, text, and chat, and take phone shifts as schedules rotate in focused blocks.

Benefits

• Comprehensive benefits package, including medical, dental, and vision coverage, and a 401(k) match.
• 11 observed company holidays per year.
• PTO based on an accrual system.
• 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.
• Bonus potential.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed