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Alivi Is Hiring A Bilingual Csr
Join Our Team as an Alivi Contact Service Representative! 🚀
Start your career with us and be a vital part of helping members lead healthier, happier lives — all while enjoying competitive pay and growth opportunities.
Job Details
- Pay rate: starting at $16.50 per hour 💰
- Start date: June 03, 2026 📅
- Training Schedule: 8:00AM - 4:30PM EST, Monday - Friday
- Potential Production Shift: between 8:00AM - 6:00PM EST
Job Summary
An Alivi Contact Service Representative (CSR) provides prompt, courteous support to members of our health plan partners. Duties include handling inquiries about services, managing supplemental programs, and promoting value-based benefits. This role demands excellent communication, empathy, patience, and meticulous attention to detail, both during data entry and member interactions. Join us in our commitment to enhance the wellbeing of our members! 🌟
Key Duties & Responsibilities
- Assist inbound inquiries from health plan members and representatives regarding transportation services 🚗
- Actively listen and respond professionally to all customer calls 📞
- Achieve or surpass productivity metrics including Average Handle Time, Quality Assurance, Calls per Hour, and Customer Satisfaction 📊
- Follow HIPAA and compliance protocols to ensure the confidentiality of protected health information (PHI) 🔒
- Escalate concerns to contact center leadership as needed 🚩
- Complete Alivi’s New Hire Training with an 80% passing score ✅
- Complete all required compliance courses and certifications ✔️
Requirements & Qualifications
- Minimum 6 months of inbound contact center experience or relevant healthcare background 🏥
- Ability to sit and work for 8+ hours daily 🪑
- Must wear a headset for 8 hours daily 🎧
- Excellent written, verbal, and data entry skills ✍️
- Moderate experience with Microsoft Teams, Outlook, and Word 💻
- Professional appearance and demeanor during training and coaching sessions 👔
- Must be on camera for all training and meetings 📸
- Ability to adapt to high call volumes and fast-paced environment ⚡
- Strict adherence to attendance and punctuality policies ⏰
- Download speed: 80-100 Mbps; Upload speed: 12-20 Mbps 🚀
- Quiet, secure workspace free of distractions 🔕
- Fully bilingual in English and Spanish 🗣️
- Bring your own device (BYOD): Must provide personal equipment 🎒
Core Competencies
- Customer Service: Handling difficult situations, responding promptly, soliciting feedback, and ensuring commitments are met 🤝
- Professionalism: Tactful communication, reacting well under pressure, respectful interactions, and responsibility for actions 💼
- Adaptability: Managing change, handling competing demands, and embracing new roles seamlessly 🔄
Our Core Values 🌟
- Collaborative: Friendly, humble, and trusting team players who resolve conflicts respectfully 🤝
- Entrepreneurial: Passionate, committed, and resourceful in achieving success 🚀
- Dynamic: Embracing change, challenging conventions, and quickly adapting to new roles and projects 🔄
Cultural Fit Assessment
As part of our hiring process, candidates are asked to complete a cultural fit assessment to ensure alignment with our values and culture.
Key Performance Indicators (KPIs)
| KPI | Goal | Description |
|---|---|---|
| Customer Satisfaction Score (CSAT) | ≥ 95% | Measures customer satisfaction from post-call surveys |
| Calls Per Hour (CPH) | ≥ 8.5 | Average number of calls handled per hour |
| Average Handle Time (AHT) | Within 5 minutes | Total time spent per customer interaction (talk + hold + wrap-up) |
| Occupancy % | ≥ 80% | Percentage of time servicing calls or available to do so |
| Call Quality Score | ≥ 95% | Based on QA reviews for professionalism, accuracy, and adherence to script |
| Adherence to Schedule | ≥ 92% | Follows assigned shifts and breaks |
| Attendance Rate | ≥ 98% | Presence and punctuality during scheduled hours; tracked over 6 months |
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