Bilingual CSR – English, Spanish

This is a fully remote position, open to applicants in Florida.

📋 Description

• Provide assistance to incoming inquiries from health plan members and representatives regarding the transportation services available through our health plan partners.

• Listen attentively and respond promptly and professionally to all customer calls.

• Achieve or surpass productivity metric targets, including Average Handle Time, Quality Assurance, Calls per hour, and Customer Satisfaction ratings following call surveys.

• Adhere to all HIPAA and compliance regulations to safeguard all members' protected health information (PHI).

• Forward transportation and customer service issues to the contact center leadership team.

• Successfully complete Alivi’s New Hire Training program, where participants are expected to achieve a minimum passing score of 80% on the final assessment.

• Finish and acknowledge all compliance training courses.

⛳️ Requirements

• At least 6 months of experience in an inbound Contact Center or relevant healthcare experience.

• Ability to sit for 8 hours or more daily.

• Capability to wear a headset for a minimum of 8 hours per day.

• Strong written communication and data entry skills.

• Moderate proficiency in Microsoft Teams, Outlook, and Word.

• Customer Service Representatives (CSRs) must present a professional appearance and demeanor during training and ongoing coaching sessions.

• CSRs are required to be on camera during all training and meeting sessions.

• Must be adaptable to high and fast-paced call volumes.

• CSRs must adhere to attendance and punctuality standards as per the PTO Policy.

• CSRs must have a download speed of 80 to 100 Mbps and an upload speed of 12 to 20 Mbps.

• Must maintain a secure, quiet, and distraction-free workspace, without any conflicting responsibilities during scheduled shifts (conflicting responsibilities may include caring for family members).

• Fully bilingual in English and Spanish.

• BYOD (Bring Your Own Device): Candidates are required to provide their own equipment to effectively carry out the job responsibilities outlined.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health benefits including medical, dental, and vision coverage.

• Opportunities for professional development and career advancement.

• Flexible work schedule and remote work options.