What are the responsibilities and job description for the Remote Bilingual Customer Service Representative position at Alivi?
SUMMARY
An Alivi Contact Service Representative (CSR) will provide prompt and courteous support to the members of our health plan partners, 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, 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.
DUTIES & RESPONSIBILITIES
REQUIREMENTS & QUALIFICATIONS
An Alivi Contact Service Representative (CSR) will provide prompt and courteous support to the members of our health plan partners, 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, 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.
DUTIES & RESPONSIBILITIES
- 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 & QUALIFICATIONS
- 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 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 a professional appearance and demeanor during training and ongoing coaching’s.
- CSRs are required to be on camera during all trainings 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 member).
- Fully bilingual: English/Spanish only.
