Live Messaging Agent – Temp (6 month)

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the primary point of contact for patients at GoHealth Urgent Care via the digital live messaging platform.

• Address incoming live chat and messaging requests with professionalism, empathy, and efficiency.

• Offer non-clinical information regarding services, insurance, self-pay alternatives, imaging availability, clinic operating hours, locations, and preparation for visits.

• Precisely document interactions and results within Salesforce.

• Direct clinical or urgent inquiries appropriately following escalation and safety protocols.

• Utilize QGenda and Clockwise for managing scheduling, provider and X-ray availability, and adherence to workflow.

• Keep updated on GoHealth locations, services, and operational changes.

• Comply with HIPAA, privacy, and regulatory standards.

• Promote collaboration, innovation, diversity and inclusion, integrity and courage, as well as accountability.

⛳️ Requirements

• High school diploma or equivalent is necessary.

• At least 1 year of experience in customer service, contact center, or digital messaging support is required.

• Previous experience in healthcare, urgent care, or non-clinical patient-facing support is preferred.

• An associate or bachelor’s degree is advantageous.

• Familiarity with Salesforce is preferred.

• Knowledge of workforce management or scheduling tools such as QGenda or Clockwise is a plus.

• Exceptional judgment and interpersonal skills are essential.

• Ability to work for extended periods at a computer with prolonged screen usage.

• Strong written communication and multitasking abilities are required.

• Adaptability and resilience in a fast-paced healthcare environment are important.

• Proficiency in navigating multiple systems and digital platforms simultaneously.

• Capacity to follow established workflows while exercising sound judgment and discretion.

• Customer-centric problem-solving and issue-resolution skills are necessary.

• An empathy-driven approach focused on patient advocacy is essential.

• High attention to detail, accuracy, and data integrity is required.

• Effective time management and prioritization skills in a metrics-driven environment are crucial.

• Ability to collaborate while maintaining individual accountability is necessary.

• Commitment to fostering a collaborative, inclusive, and service-oriented team culture is essential.

🏝️ Benefits

• Part-time temporary position for 6 months.

• No travel is required for this role.

• Equal Employment Opportunity and reasonable accommodations for qualified individuals with disabilities.