Member Advocate

Member Advocates deliver white glove service to our members before, during, and after their therapy sessions. You'll support members by phone and written communication (emails, texts, and chats), solve problems as they come up, and make every step of getting care feel seamless and personal.

Our team runs on trust, transparency, and connection. We're solution-focused and in it together, with Leads and Managers working the channels alongside you. Your ideas help shape our tools and the member experience.

You’ll join a new cohort of six with dedicated training, working in our Omnichannel workspace, where every member conversation lives in one place.

Essential requirements:
You work every case on both of our main channels: phones and written communication (emails, texts, and chats), including back‑to‑back live calls. Schedules rotate in focused blocks and everyone takes phone shifts. You'll work at a computer with a headset for most of your shift and commute to our Chicago office on scheduled days.

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 escalation. 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 dont 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 , 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 escal.
• 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…