Customer Success Associate

Job Summary

At GoHealth Urgent Care, we Go above and beyond for our patients, team members, partners and communities by ensuring that their experience is effortless, personal and connected. All of our 150+ GoHealth Urgent Care centers are seamlessly integrated with market-leading health systems and engaged with our communities.

In a collaborative manner, the Customer Success Associate is responsible for fulfilling daily scheduling requests and the coordination of on-the-ground delivery of services provided to client and employers partnering with operations leadership in the market, and national support resources on the Customer Success Management team and Business Development.  The role provides appropriate support on key functions including project management, scheduling of resources, direct client support and on-call management for day of problem solving.  In addition, the position will do troubleshooting, problem resolution, and serve as an escalation point for the customer. 

The hours for this position are 10:00 am - 6:00 PM EST and can be based in any of our Markets: NY, OR, WA, CA, MO, AR, OK, NC, DE, CT, MI, VA, or Houston, TX

Experience: 

• Two years of administrative support experience required

• Healthcare experience required

• Experience in managing and implementing projects and strategic change initiatives required

• Experience in providing consultative services preferred

Education

• High School Diploma required

• Bachelor’s Degree preferred

• Work Experience Two years of administrative support experience required

• Healthcare experience required

• Experience in managing and implementing projects and strategic change initiatives required

• Experience in providing consultative services preferred

Required Licenses/Certifications  

• Current State Driver’s License

Essential Functions: 

• Schedule Growth appointments in Clockwise

• Customer service resolution for urgent issues that arise with Growth clients

• Provide patient lists for on-site testing for invoicing

• Travel and maintain driver’s license as needed

• Conduct patient registration, which includes securing required paperwork and insurance documentation, and verification of insurance and patient eligibility

• Collaborate with Operations and Revenue Cycle team to ensure Growth patients have proper registration and CPT documentation in order to invoice client in a timely manner

• Send out all invoicing welcome letters to clients

• Answer patient questions regarding their care and keep them informed of their status

• Responsible for maintenance of medical records and scanning charts to patient files

• Answer phone calls, collect and sort daily incoming and outgoing postal correspondence

• Conduct courtesy call-backs for patient follow-up as needed

• Collaborate with internal and external customers and partners on DTE processes

• Travel to markets periodically to help with Growth events (clinical or marketing events)

• Perform clinical duties for Growth events as needed

• Participate in client kickoff calls and other meetings as necessary

• Escalate client issues to manager as needed

• All other duties as assigned