Note: The job is a remote job and is open to candidates in USA. Alivi is seeking a Customer Service Representative to support health plan members and representatives with inquiries about transportation services. The role handles inbound calls in English and Spanish, meets contact center performance goals, protects member health information, and escalates concerns to leadership.
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
Skills
- The CSR role requires excellent communication skills in both English and Spanish
- Minimum of 6 months of inbound Contact Center experience or transferable healthcare experience
- High School degree or equivalent
- 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
- Spanish fluency a plus
Benefits
- Remote work arrangement
- Agents who adhere to their shift for two consecutive weeks will be eligible for a $100 bonus per pay period.
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