[Hiring] Live Messaging Agent @GoHealth Urgent Care

Role Description

The Live Messaging Agent serves as the first point of contact for GoHealth Urgent Care patients through a digital live messaging platform. This role focuses on non-clinical patient inquiries, delivering timely, accurate, and friendly support to help patients make informed decisions about their care experience. Agents handle real-time message conversations related to services, insurance acceptance, imaging availability, clinic operations, and general visit preparation while ensuring a seamless customer experience across digital channels.

Qualifications

• High school diploma or equivalent required
• 1+ year experience in customer service, contact center, or digital messaging support role
• Prior healthcare, urgent care, or patient-facing support experience (non-clinical)
• Associate or bachelor’s degree (preferred)
• Experience using Salesforce (preferred)
• Familiarity with workforce management or scheduling tools such as QGenda or Clockwise (preferred)

Requirements

• Excellent judgment and interpersonal skills
• Capacity to work prolonged periods at a computer with extended screen usage
• Strong written communication skills with the ability to multitask effectively in a fast-paced environment
• Adaptability and resilience in a dynamic healthcare setting
• Proficiency and comfort working across multiple systems and digital platforms simultaneously
• Ability to follow standardized workflows while exercising sound judgment and discretion
• Customer-focused mindset with strong problem-solving and issue-resolution skills
• Empathy-driven approach with a focus on patient advocacy and positive experience outcomes
• High attention to detail, accuracy, and data integrity
• Effective time management and prioritization skills in a metrics-driven customer experience environment
• Ability to work collaboratively while maintaining individual accountability
• Demonstrated commitment to fostering a collaborative, inclusive, and service-oriented team culture

Benefits

• Respond to inbound live chat and messaging inquiries in a professional, empathetic, and efficient manner
• Provide non-clinical information including but not limited to:
• Services offered at GoHealth Urgent Care centers
• Insurance plans accepted and self-pay options
• X-ray and imaging availability by location
• Clinic hours, locations, and visit preparation guidance
• Accurately document interactions and outcomes within Salesforce
• Route clinical or emergent inquiries appropriately following escalation and safety guidelines
• Utilize QGenda and Clockwise to manage scheduling, DOT provider and X-ray availability, and workflow adherence
• Maintain knowledge of GoHealth locations, services, and operational updates
• Adhere to HIPAA, privacy, and compliance standards at all times

Company Description

• Collaboration: Takes ownership for collectively establishing productive partnerships and relationships.
• Innovation: Consistently uses good judgment, applying creativity to overcome obstacles.
• Diversity & Inclusion: Fosters diversity and inclusion to better understand team members, customers, and partners.
• Courage & Integrity: Models and practices the highest ethical and professional standards.
• Accountability: Always shows initiative, demonstrates a bias to action, and gets things done.