Member Advocate

NOCD is the #1 telehealth provider for the treatment of obsessive-compulsive disorder (OCD). OCD is one of the most severe, prevalent, and misunderstood mental health conditions. NOCD creates access to online therapy for people with OCD through our telehealth platform. In the NOCD app, Members can quickly access and schedule live, face-to-face video therapy sessions with our national network of licensed Therapists that specialize in Exposure and Response Prevention Therapy (ERP) - considered the "gold standard" in OCD treatment. 

At NOCD, we help people reclaim their lives with clinically proven OCD treatment, by removing barriers to OCD care, and reducing the stigma associated with OCD. We’re changing the world and need other like-minded individuals to accelerate and expand our efforts.

• Resolve member requests end to end, from scheduling, cancellations, and tech support to more complex cases like:
• • Billing and insurance
  • Concerns and escalations
  • Crisis protocol
  • Discharge process 
  • Medical records and Release of Information (ROI)
  • Therapist transfers
• Investigate before you escalate. Use SOPs and our systems to find the full answer, then hand off to Clinical, Billing, or Product with the details already gathered.
• Guide members through their whole journey. Explain how our processes work, prepare them for what comes next, and remove extra steps so they don't have to follow up.
• Document every interaction accurately in our member record and member relationship management systems, with the right tags and status.
• Support members with empathy during hard moments in treatment.
• Help teammates where volume is highest, and flag patterns and friction you see.
• Protect member privacy under HIPAA.
• Own your individual metrics (quality score, productivity by channel, customer satisfaction score) and help the whole team hit its goals.

• Member first. Every decision starts with what's best for the member.
• High emotional intelligence. You build genuine connection, validate how members feel, meet them where they are, and personalize every interaction.
• Active listener. You hear the full concern, spoken or written, and address every part of it.
• Detail-oriented and accurate. You follow SOPs precisely, investigate thoroughly, give members correct answers, and get documentation and system updates right the first time.
• Curious investigator. You dig for the why before asking for help.
• Proactive problem-solver. You think ahead, take ownership, and anticipate what the member will need next.
• Confident. You trust what you know, lead the conversation, and calm tense moments before they escalate.
• Efficient without cutting corners. You balance pace with quality.
• Strong on every channel, as warm on the phone as you are in chat.
• Coachable. You're comfortable receiving feedback, applying it, and it sticks.
• Growth mindset. You bring a continuous improvement mindset to your everyday work.
• Collaborative and approachable. You work closely with teammates and partner teams, and you partner with members on next steps rather than deciding for them. People feel comfortable coming to you.
• Reliable and dependable. You show up for your team and our members, every shift.
• Positive influence. You bring positive energy and passion to the team and the work.

• 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
• Comfort juggling multiple systems at once
• Calm, professional handling of emotional conversations