Job Description

You’re more valuable than ever – And that’s just how we’ll make you feel.

The Live Messaging Agent serves as the first point of contact for GoHealth Urgent Care patients through 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

Education Required:

• High school diploma or equivalent required

Work Experience 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, Education, Licenses, Certifications, Experience, etc.:

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

Knowledge, Skills, and Abilities

• This role is patient facing and requires 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

Essential Duties and 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

GoHealth Core Values

GoHealth’s Core Values, listed below, are essential functions of this position:

• Collaboration: Takes ownership for collectively establishing productive partnerships and relationships and seek 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.

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Note: This Job Description is not inclusive of all the duties of the position. You may be asked by Leaders to perform other duties. Leadership may revise this job description at any time.

Equal Employment Opportunity Statement

The Company and its affiliates, joint venture partners and entities under common management are Equal Opportunity Employers. They do not discriminate based on race, color, religion, national origin, age, sex, disability, veteran status, sexual orientation, gender identity, or any other protected status under federal, state, or local law.

ADA Accommodation Statement

Reasonable accommodations are available for qualified individuals with disabilities upon request. This role defines success by achieving essential function outcomes, not by the method of completion.

Compliance Statement

This job will be performed consistent with ADA, FMLA, FLSA, and other applicable federal, state, and local laws regulating employment.

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All qualified persons are granted an equal opportunity for employment without regard to race, color, religion, sex, sexual orientation and gender identity or expression, age, national origin, citizenship status, disability, genetic information, medical condition, family care leave status, pregnancy or pregnancy-related condition, otherwise qualified disabled or veteran status. The company will comply with all fair employment laws in each of the jurisdictions where we conduct business.

For applicants in California, please review our California Consumer Privacy Statement here. https://www.gohealthuc.com/privacy-policy