Bilingual CSR – English, Spanish

Job Description:

• Assist inbound inquiries from health plan members and representatives, regarding the transportation services offered through our health plan partners.
• 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:

• Minimum of 6 months of inbound Contact Center experience or transferable healthcare experience.
• Must be able to sit for 8 hours or more a day.
• Must be able to wear a headset for a minimum of 8 hours a day.
• Excellent written, communication and data entry skills.
• Moderate experience in Microsoft Teams, Outlook, and Word.
• CSR’s must exhibit professional appearance and demeanor during training and ongoing coaching’s.
• CSRs are required to be on camera during all training and meeting sessions.
• Must be able to adapt to high and a fast-paced call volume.
• CSR’s must comply to attendance and punctuality expectations (PTO Policy).
• CSR’s must have a download speed of 80 to 100-mbps and upload speed of 12 to 20-mbps.
• Must have a secure, quiet, distraction-free workspace, without any conflicting responsibilities during scheduled work shift (conflicting responsibilities may include caring for family members).
• Fully bilingual: English/Spanish only.
• BYOD (Bring Your Own Device): Candidates must provide their own equipment to successfully perform the job functions listed.

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