Job Description

This is a high call volume  Full-Time "work from home" position for the 9am - 5:30pm  and 10am - 6:30pm Eastern Time  shifts (Monday - Friday)

JOB SUMMARY
An Alivi Customer Service Representative (CSR) will provide prompt and courteous support to the members of our health plan partners in English (Spanish fluency a plus) and address inquiries about our transportation services. 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.

DUTIES & RESPONSIBILITIES

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

REQUIREMENTS

• Minimum of 6 months of inbound Contact Center experience or transferable healthcare experience.
• High School degree or equivalent.
• Must be able to sit for 8 hours or more a day wearing a headset.
• Must have a secure, quiet, distraction-free workspace, without any conflicting responsibilities during scheduled work shift (conflicting responsibilities may include caring for family members.)
• CSR’s must have a download speed of 80 to 100-mbps and upload speed of 12 to 20-mbps.
• 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.

This position is eligible for our  Schedule Adherence Program :

• Agents who adhere to their shift for two consecutive weeks will be eligible for a $100 bonus per pay period. ​

Employee Referral Program :

• Employees who refer an individual for employment at Alivi are eligible to earn a $500 referral bonus.
• The referral must be in good standing after completing their 90 day probationary period.

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