Live Chat Agent

About the Opportunity A leading non-profit community health telemedicine provider, delivering patient-centered primary care and digital engagement services across the United States. Our Live Chat Support team ensures seamless online interactions, providing empathetic guidance and timely responses to patients through a secure telehealth platform. Join us in bridging healthcare gaps and improving access for diverse communities. Role Responsibilities Respond promptly to patient inquiries via live chat, delivering clear, compassionate support. Triage and escalate clinical and non-clinical issues to appropriate healthcare professionals. Guide patients through appointment scheduling, telehealth processes, and follow-up care instructions. Document chat interactions and patient details accurately in the CRM system, adhering to privacy and compliance standards. Collaborate with cross-functional teams to refine chat workflows and enhance patient satisfaction metrics. Monitor chat queues to maintain response times within established service-level agreements (SLAs). Skills Qualifications Must-Have 1+ year of live chat support, customer service, or telehealth experience. Exceptional written communication skills with strong attention to detail. Proven ability to manage multiple chats simultaneously while maintaining service quality. Proficiency with chat platforms, CRM systems, and core office software (e.g., MS Office). Knowledge of HIPAA regulations and patient privacy best practices. Dedicated remote workspace with reliable, high-speed internet connection. Preferred Experience in healthcare, medical terminology, or community health settings. Bilingual proficiency (e.g., English/Spanish) to serve diverse patient populations. Familiarity with telehealth software and electronic health record (EHR) systems. Background in non-profit or public health organizations. Benefits Culture Highlights Fully remote role with flexible scheduling to support work-life balance. Comprehensive health benefits package including medical, dental, and vision. Ongoing training, professional development, and opportunities for career growth. Remote