Live Messaging Agent - Temp (6 month)

GoHealth Urgent Care • Rochester, MN

1d • Onsite

About The Position

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. GoHealth Urgent Care offers effortless on-demand care, 365 days a year in over 250+ centers nationwide, partnering with prominent health systems to support communities across the entire continuum of care.

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)
• 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

Nice To Haves

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

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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 501-1,000 employees