Job Details

Job Type

Full-time

Description

JOB SUMMARY

An Alivi Spanish Speaking Customer Service Representative (CSR) will provide prompt and courteous support to the members of our health plan partners in both English and Spanish, address inquiries about our services and assist in managing the health plan partners supplemental programs and value-based benefits. The CSR role requires excellent communication skills in both English and Spanish, empathy, patience, and attention to detail during data entry and while speaking with members. This role is an important part of our commitment to the happier and healthier life of our members. CSR must embody Alivi Core values, ensuring to be dynamic, collaborative, and entrepreneurial while performing daily functions.

DUTIES & RESPONSIBILITIES

• Assist inbound inquiries in both English and Spanish from health plan members and representatives, regarding transportation services offered through our health plan.

• Actively listen and respond quickly and professionally to all customer calls.

• Meet or exceed productivity metric goals including Average Handle Time, Quality Assurance, Calls per hour and Customer Satisfaction after call survey.

• Follows all HIPAA and compliance protocols to ensure the protection of all members protected health information (PHI).

• Escalates transportation and customer service concerns to contact center leadership team. Complete Alivi's New Hire Training program, in which participants are expected to obtain an

• 80% final assessment passing score.

Complete and sign all compliance courses

Requirements

REQUIREMENTS & QUALIFICATIONS

• Minimum of 6 months of inbound Contact Center experience or transferable healthcare experience.

• Fully bilingual: English/Spanish only.

• High School degree or equivalent.

• Must be able to sit for 8 hours or more a day.

• Must be able to wear a headset for minimum of 8 hours a day.

• Excellent written, communication and data entry skills.

• Moderate experience in Microsoft Teams, Outlook, and Word.

• Must be able to adapt to high and a fast-paced call volume.

Salary Description

$16.50