Life is too short to work with jerks.
Join our team at NCD, a top-tier insurance provider, consisting of a unique and eclectic group of winners, nerds, and gamers who balance a fun, kind, and thoughtful approach to life with an unwavering commitment to unparalleled member satisfaction. Our ecosystem is rooted in our five core values: Relentless Positivity, Growth Obsessed, Get it Done, Helpful Spirit, and Solution Driven.
We are not just coworkers, but a community, working tirelessly towards 'Spreading the Smile' to our members, agents, and each other. NCD is at the forefront of dental and vision insurance, in partnership with our carrier partners MetLife, VSP, and Zurich. Our continuous growth is a testament to our commitment to delivering outstanding agent and customer satisfaction.
If you are ready to win each day, are eager to grow, and aspire to contribute to an organization that is setting the pace in the industry, then we are looking for you. Together, let’s drive change and take NCD to new heights. Join us and become a vital part of our success story as we continue to transform lives and 'Spread the Smile.
Summary
NCD is seeking an organized, proactive, and detail-oriented Member Care Operations (MC Ops) Advisor to support members and providers primarily through text, email, and live chat, and to complete critical back-office workflows (e.g., account updates, processing PBAs, enrollment fixes, billing adjustments, product configuration corrections, etc.). You’ll own written member interactions end-to-end, resolve issues using multiple systems, keep impeccable records in our CRM/ticketing tools, and help surface process improvements that make things better for members and for the team.
Essential Duties And Responsibilities
- Manage digital channels (text, email, live chat) with clear, professional written communication; meet SLAs for first-response and resolution.
- Research and resolve cases by navigating multiple systems; document every action in the CRM/ticketing system with complete, accurate notes.
- Execute back-office workflows such as enrollment updates, product/plan corrections, billing adjustments/refunds, payment method updates, and other queue-based tasks following SOPs.
- Help identify trends, gaps, and recurring issues; recommend process improvements to management and contribute to SOP updates and knowledge resources in partnership with training/leadership.
- Protect member privacy and handle PHI in accordance with company policies and HIPAA requirements.
- Participate in team meetings, skill builders, and training; stay current on product, policy, and system changes.
- Achieve performance goals and KPIs (quality, CSAT, productivity, attendance and schedule adherence).
Qualifications
- 2+ years of customer service, preferably in digital channels (email/chat/text) or back-office operations; insurance or healthcare experience is a plus.
- Internal applicants: must be in good standing for the last 90 days - no attendance issues, HIPAA violations, or PIPs. Minimum of 6 months with NCD.
- Excellent written communication and problem-solving skills; able to translate complex topics into clear, friendly messages.
- Comfortable in fast-paced, tech-enabled environments; proficient with CRM/ticketing systems and shared docs; able to multitask across multiple systems.
- Strong organization and attention to detail; ability to prioritize effectively and follow SOPs.
- Team-oriented, accountable, and eager to improve processes and member experience.
NCD Benefits
- Company-paid health, dental, life, and disability insurance
- 401(k) with employer match
- Opportunity for professional development
- Positive work environment
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