Live Chat Agent

At WLC Management Firm LLC, we are dedicated to providing premier management services to long-term care, skilled nursing, and assisted living communities. Our mission is to support our facilities in delivering compassionate, high-quality care to residents and their families. As the digital front door to our organization, our Live Chat team plays a critical role in guiding families through the complex healthcare journey with empathy, clarity, and professionalism.

We are seeking a compassionate, tech-savvy, and highly articulate Live Chat Agent to join our communication team. In this role, you will be the first point of contact for prospective residents, their families, current clients, and job seekers visiting our digital platforms.

You will be responsible for answering inquiries in real-time, providing accurate information about our managed facilities, and routing complex medical or billing questions to the appropriate departments. The ideal candidate possesses excellent typing skills, a warm digital presence, and a deep commitment to helping others.

• Real-Time Engagement:
  Manage multiple simultaneous chat sessions professionally, addressing inquiries regarding facility services, amenities, locations, and admission processes.
• Empathic Lead Generation:
  Guide anxious or stressed family members through initial inquiries about senior care, capturing accurate contact information to pass along to facility admissions coordinators.
• Information Dissemination:
  Provide clear, accurate information based on WLC Management guidelines regarding visiting hours, career opportunities, and general company updates.
• Triage & Routing:
  Discern customer needs quickly and accurately transfer complex inquiries (e.g., specific clinical questions, billing issues, or grievances) to the correct department or facility administrator.
• Data Integrity:
  Document chat summaries, customer feedback, and lead details in our CRM system with high accuracy.

• Education:
  
  High school diploma or equivalent (Associate’s or Bachelor’s degree preferred).
• Experience:
  
  1–2 years of experience in customer service, call center, or digital support roles (experience in healthcare, senior living, or medical office environments is a major plus).
• Typing Speed:
  Minimum of 50–60 WPM with high grammatical accuracy.
• Multitasking:
  Proven ability to manage 2–3 chat conversations at once without sacrificing quality or accuracy.
• Communication:
  Exceptional written communication skills, including a strong grasp of spelling, grammar, and tone modulation.

• Familiarity with live chat software (e.g., Live Chat, Zendesk, Intercom) and CRM platforms.
• Basic understanding of long-term care, Medicare/Medicaid terminology, and senior living structures.
• Knowledge of HIPAA guidelines regarding patient privacy.

• Empathy & Compassion:
  The ability to support families making difficult, emotional decisions regarding long-term care.
• Adaptability:
  Comfortable working in a fast-paced environment where guidelines and facility updates can change frequently.
• Problem-Solving: A resourceful mindset to help visitors find the answers they need quickly.

• Competitive hourly wage / salary.
• Comprehensive health, dental, and vision benefits (for full-time employees).
• Paid Time Off (PTO) and holiday pay.
• 401(k) retirement plan with company match.