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.
Benefits: Apply To This Job