Remote Call Center – Bilingual (English & Spanish) CSR

• →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.

• 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.

• 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.

• 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.

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

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

• Customer Satisfaction Score (CSAT)≥ 95%Measures customer satisfaction from post call surveys.
• Calls Per Hour (CPH)≥ 8.5Average number of calls handled by the agent per hour logged in
• Average Handle Time (AHT)Within 5 minutes Total time spent per customer interaction (talk + hold + wrap-up).
• Occupancy %≥ 80%Percentage of time agent was servicing calls and/or available to service calls
• Call Quality Score≥ 95%Based on QA reviews for professionalism, accuracy, and adherence to script.
• Adherence to Schedule≥ 92%Measures how well agents follow their assigned shifts and breaks.
• Attendance Rate≥ 98%Tracks presence and punctuality during scheduled hours. Unplanned occurrences are tracked using a rolling 6 month point system.