The conversations around care
Support general inquiries, requested family callbacks and administrative follow-up within your approved scope. Record the reason for contact and route clinical, resident-safety, billing or placement decisions to the authorized team. Your staff retain care and admission decisions.
Your standards, carried into each call
During onboarding, agree on how agents introduce your organization, which questions they may answer and which events require escalation. Build the knowledge base around your actual services, availability and policies. No generic script should imply a bed is available or a service is covered when your team has not confirmed it.
Documented follow-through for busy teams
Track open administrative requests, callback ownership and completed handoffs. Share queue-level reporting with your manager so unresolved questions remain visible. Clinical urgency must follow your approved escalation process; administrative support is not emergency response or nursing triage.
Coverage language that stays clear
Long-term custodial care and skilled nursing care are different. Do not promise that Medicare pays for a long-term stay. Use current payer information and your authorized benefits team for individual coverage questions.
Common questions
Does GoHealth provide nursing or hands-on long-term care?
No. This service is administrative call-center support for organizations delivering care.
How is the team scoped?
Start with five agents at $12 per agent-hour. Confirm call types, staffing hours, systems, permitted tasks and escalation coverage before launch.