Live Messaging Agent - Temp (6 month)-1

GoHealth Urgent Care is looking for a Live Messaging Agent to serve as the first point of contact for patients through our 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.

About the role

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.

Responsibilities

• 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 Xray availability, and workflow adherence
• Maintain knowledge of GoHealth locations, services, and operational updates
• Adhere to HIPAA, privacy, and compliance standards at all times

Requirements

• 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)

Preferred Qualifications

• Associate or bachelor’s degree
• Experience using Salesforce
• Familiarity with workforce management or scheduling tools such as QGenda or Clockwise

Skills

• Excellent judgment and interpersonal skills in a patient-facing role
• 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

Core Values

• Collaboration: Takes ownership for collectively establishing productive partnerships and relationships and seeks to gain joint understanding of priorities and objectives so that the greater good of the organization and those we serve is always at the forefront.
• Innovation: Consistently uses good judgment, applying creativity to overcome obstacles and increasing effectiveness and efficiency through process and other forms of innovation.
• Diversity & Inclusion: Fosters diversity and inclusion, to be able to better understand team members, our customers and partners. Engages the strengths and talents of each GoHealth team member, creating an environment of involvement, respect and connection where the richness of ideas, backgrounds and perspectives are harnessed.
• Courage & Integrity: Models and practices the highest ethical and professional standards; demonstrates pride and personal interest in our patients, partners and fellow team members, deeply engaging in the business. Makes decisions, with a focus on doing the right thing; treats team members, our customers, partners and vendors with dignity, consideration, open-mindedness and respect.
• Accountability: Always shows initiative, demonstrates a bias to action and gets things done. Actively accepts responsibility for diverse roles, obligations and actions that positively influence patient and customer outcomes, our partnerships and the healthcare needs of our communities.

Physical Requirements

• Office Environment: Tasks may be conducted within a climate-controlled office setting.
• Physical Activity: The role may require the ability to lift, carry, push, or pull materials, supplies, and equipment (up to 10 lbs.) Duties typically involve a combination of sitting, standing, and walking, with frequent changes in position.
• Travel: Travel may be required, including travel between Company locations and out-of-town destinations as needed. No travel is required for this position.
• Safety Equipment: May require the use of safety equipment for infection prevention.