NOCD
- Member Operations Lead
Member Operations Lead
Operations · Chicago, United States
Job description
About Us
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.
About the role:
The Member Operations Lead is a key position that oversees the execution of identifying and placing members that have been scheduled out into the future or placed on a waitlist.
Responsibilities:
- Lead analysis and planning to identify best methods of getting members to be seen sooner.
- Identify schedule opportunities with therapists who may not be accepting new Members, and work with Clinical Operations Manager(COM) to facilitate scheduling.
- Continually review cancellations on therapists schedules which may facilitate acceptance of waitlist and move-up Members
- Coordinate with clinical and operations teams to create availability for move ups and waitlist placement.
- Manage team of direct reports or contractors to accomplish weekly/monthly goals. Facilitate personal growth and career planning activities.
- Ensure sufficient staffing is available 7 days a week.
- Instill a culture of professionalism, empathy, compassion, and sensitivity when dealing with members.
- Employ creative problem solving when presented with challenges.
- Maintain an effective quality monitoring program that provides individual feedback and contributes to a cycle of continuous improvement.
- Interact with other departments to assist with member requests or concerns, as required.
- Manage and report relevant data to supervisor in a timely manner.
Requirements:
- 2+ years of related customer experience
- Proven experience in workforce planning, organization, coaching, development and problem resolution.
- Demonstrated creative problem solving experience and collaborating within multi-disciplinary teams
- Demonstrated ability to build strong trusted working relationships with internal and external contacts.
- Excellent oral and written communication and interpersonal skills.
- Honesty and ethics in business dealings.
- Located in Chicago, IL
What we offer:
- Casual, challenging, and engaging environment with an outstanding mission driven team atmosphere
- Competitive compensation
- Comprehensive benefits package, including medical, dental, vision coverage, and 401(k)
- Flexible PTO policy
Join us!
NOCD is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision based on race, color, religion, national origin, age, sex (including pregnancy, childbirth, or related medical conditions), marital status, ancestry, physical or mental disability, genetic information, veteran status, gender identity or expression, sexual orientation, or other applicable legally protected characteristic. NOCD is also committed to providing reasonable accommodations for qualified individuals with disabilities and disabled veterans in our job application procedures.
Applicants have rights under Federal Employment Laws. Family and Medical Leave Act (FMLA); Equal Employment Opportunity (EEO); Employee Polygraph Protection Act (EPPA).
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