Key skills
CRMCommunication
About this role
Role Overview
- 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
- 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
- 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