Remote Call Center – Bilingual (English & Spanish) CSR

JOB 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

• 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
• Maintain 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
• Completes Alivi’s New Hire Training program, in which participants are expected to obtain an 80% final assessment passing score
• Completes and signs 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 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
• CSR’s 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
• 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)
• Full bilingual: English/Spanish only

COMPETENCIES

• Customer Service: Manages difficult or emotional customer situations; Responds promptly to customer needs; Solicits customer feedback to improve service; Responds to requests for service and assistance; Meets commitments
• Professionalism: Approaches others in a tactful manner; Reacts well under pressure; Treats others with respect and consideration regardless of their status or position; Accepts responsibility for own actions; Follows through on commitments
• Adaptability: Adapts to changes in the work environment; Manages competing demands. Changes approach or method to best fit the situation; Able to deal with frequent change, delays, or unexpected events

KEY PERFORMANCE INDICATORS

• Customer Satisfaction Score (CSAT): ≥ 95%
• Calls Per Hour (CPH): ≥ 8.5
• Average Handle Time (AHT): Within 5 minutes
• Total Occupancy %: ≥ 80%
• Call Quality Score: ≥ 95%
• Adherence to Schedule: ≥ 92%
• Attendance Rate: ≥ 98%

OUR CORE VALUES

• Collaborative: Friendly, ready to lend a hand; Humble, willing to admit mistakes; Trust our team and use respectful conflict to make decisions
• Entrepreneurial: Personally committed, hungry for Alivi’s success; Passionate, do more with what we have; Never give up, find ways to get the job done
• Dynamic: Welcome change; Smart, challenge how things are done; Adapt quickly, embrace new roles, and projects

CANDIDATE SELECTION PROCESS

As part of our candidate selection process, we ask you to complete a cultural fit assessment (link below)

1. https://take.webava.com/assessment/ava/Alivi-AVA-Completion