GoHealth Urgent Care

Compensation

Full Description

You’re more valuable than ever – And that’s just how we’ll make you feel. The Customer Experience Specialist plays a critical role in shaping and supporting the customer journey by delivering empathetic, accurate, and timely service across multiple communication channels. This role is responsible for thoroughly documenting customer issues, ensuring each interaction contributes to a seamless and informed support process. As a key advocate of the company’s brand promise, the Customer Experience Specialist helps realize the company’s vision of an unparalleled, effortless, personal, and connected experience. Working cross-functionally with internal teams, this role supports continuous improvement, drives customer satisfaction, and ensures alignment with organizational goals. Qualifications: Education Required: • High School Diploma or Equivalent Licenses/Certifications Required: • None Work Experience Required: • 2+ years of customer service or service desk related work experience in a medium-to-high growth company and/or entrepreneurial environments. Preferred Qualifications, Education, Licenses, Certifications, Experience, etc.: • Bachelor’s Degree • Nationally certified Medical Assistant • Advanced Clinical Associate/Scribe certification • Experienced in medical office management systems and procedures (Epic and ECW) Knowledge, Skills, and Abilities • Proficient in Microsoft Office Suite and customer support platforms (e.g., Zendesk, Salesforce). • Exceptional written and verbal communication skills across multiple channels (email, phone, chat). • Demonstrated ability to deliver empathetic, customer-focused service and resolve inquiries with care and accuracy to help shape a positive customer experience. • Strong organizational and time management skills with the ability to prioritize tasks and manage urgent requests professionally • Skilled in synthesizing qualitative and quantitative data into clear, actionable insights and presentations. • Experience supporting remote teams and customers, with effective communication in virtual environments. • Self-motivated and proactive, with the ability to work independently and adapt to changing priorities. • Collaborative team player with a proven ability to contribute to cross-functional initiatives and shared goals. • Comfortable navigating ambiguity and contributing to process improvements and service documentation. • Knowledge of service level agreements (SLAs) and ability to generate basic reports to monitor performance metrics. • High emotional intelligence, accountability, and a growth mindset—open to feedback and learning from challenges. • Critical thinker with a solutions-oriented approach to influencing positive change. • Committed to fostering a collaborative, inclusive, and service-driven team culture. • This role involves interaction and collaboration with other departments and requires excellent judgment and interpersonal skills. Essential Duties and Responsibilities • Act as a primary point of contact to provide customers with exceptional service by understanding their requests and offering accurate, thoughtful, and timely solutions. • Demonstrate professional and courteous presence by providing excellent customer support through multiple channels of communication (i.e., email, phone, chat). • Collaborating with cross-functional teams, such as marketing, sales, product development, and the customer service team, to align customer experience efforts with business goals and objectives (i.e., market launches, new center openings). • Provide answers to customers by identifying the problem, researching answers, guiding them through corrective steps if needed, and escalating queries to the appropriate department when needed for resolution. • Work within a queue support model (Zendesk & Salesforce) as the overall point for inbound Customer questions and requests through the ticketing system and Live Chat. • Making Outbound calls to support customer requests when necessary. • Responsible for adhering to Customer Experience Service Level Agreements (SLAs), ensuring they are met. • Monitor and measure key performance indicators (KPIs) related to customer satisfaction, retention, and loyalty, providing regular reports and insights to leadership. • Create documentation in our Knowledge Base to constantly improve our services and processes from a tiered perspective. • Have a full understanding of the company’s products, services, and offers, including proactively communicating with market leadership when these are changed or new products and services are offered. • Partner with vendors and other teams within the organization, such as Marketing, IT, etc. to work on projects as needed. • Must complete assigned Market visits for various events such as culture days, new centers, orientations, etc. 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; demonstrate 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 (10-25 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 (up to 25% travel). • Safety Equipment: May require the use of safety equipment for infection prevention. 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. Set up email alerts as new job postings become available that meet your interest! 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 When our customers enter our award-winning centers, they find a welcoming and comfortable environment, state-of-the-art technology and caring team members that help start the healing process immediately. We offer effortless on-demand care, 365 days a year in over 250+ centers nationwide. We partner with prominent and progressive health systems to support our communities across the entire continuum of care. These are the unparalleled experiences we strive for and how our team goes above and beyond for you. Not finding the right fit? Let us know you're interested in a future opportunity by clicking Get Started below or create an account by clicking 'Sign In' at the top of the page to set up email alerts as new job postings become available that meet your interest!