This is a high call volume Part-Time "work from home" position with shifts ranging between the hours of 1pm - 6pm Eastern Time.

Training schedules are 8AM-12PM or 12:30PM - 4:30PM Eastern Time during the first 4 weeks of employment.

Training schedule and shifts will be discussed during the virtual interview.

JOB SUMMARY
An Alivi Customer Service Representative (CSR) will provide prompt and courteous support to the members of our health plan partners and address inquiries about our transportation services. The CSR role requires excellent communication skills in both English (Spanish fluency a plus), empathy, patience, and attention to detail during data entry and while speaking with members.

DUTIES & RESPONSIBILITIES

• Handle inbound calls 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.

REQUIREMENTS

• Minimum of 6 months of inbound Contact Center experience or transferable healthcare experience.
• Spanish fluency a plus.
• High School degree or equivalent.
• Must be able to sit for 8 hours or more a day wearing a headset.
• Must have a secure, quiet, distraction-free workspace, without any conflicting responsibilities during scheduled work shift (conflicting responsibilities may include caring for family members.)
• CSR’s must have a download speed of 80 to 100-mbps and upload speed of 12 to 20-mbps.
• 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.