Job details
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Vacancy TypeRemote
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Pay$14.00 - $16.50 an hour
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Job TypeFull-time
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Shift and ScheduleMonday to Friday, Day shift
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
- 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.
- 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.)
How do you behave?
- Collaborative - We are friendly, and always ready to lend a hand; We are humble, and willing to admit mistakes; We trust our team and use respectful conflict to make decisions.
- Entrepreneurial – We are personally committed, and hunger for Alivi’s success; We show passion, and do more with what we have; We don’t give up, and always find ways to get the job done.
- Dynamic – We gladly welcome change; We are smart, and challenge how things are done; We adapt quickly, and readily embrace new roles, and projects.
Job Type: Full-time
Pay: $14.00 - $16.50 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- On-the-job training
- Paid time off
- Referral program
- Vision insurance
- Work from home
Experience level:
- 1 year
- Under 1 year
Shift:
- Day shift
Weekly day range:
- Monday to Friday
Work setting:
- Remote
Application Question(s):
- Do you have moderate experience in Microsoft Teams, Outlook, and Word?
- Do you have download speed of 80 to 100-mbps and upload speed of 12 to 20-mbps?
- Do you have a secure, quiet, distraction-free workspace, without any conflicting responsibilities during scheduled work shift (conflicting responsibilities may include caring for family members)?
- Are you comfortable, capable of working seated with a headset for a minimum 8 hours?
- Do you have a minimum of 6 months of inbound Contact Center experience or transferable healthcare, data entry experience?
- If granted the opportunity, are you available to begin on Tuesday, 9/5?
Education:
- High school or equivalent (Required)
Language:
- Spanish and English (Required)