Customer Service Representative

Alivi; Miami (FL); On-site; USD 19,000 - 27,000; Full time

Benefits offered by this job

Schedule adherence bonus ($100 per pay

Performance bonus

Job summary

Alivi is seeking a Customer Service Representative to provide prompt and courteous support to members of our health plan partners in English and Spanish. You will address inquiries about transportation services and maintain accuracy during data entry while upholding privacy standards.

Ideal candidates have inbound call center experience, strong communication skills in English and Spanish, and the ability to work in a fast-paced environment while complying with HIPAA and internal policies.

Qualifications

• Minimum 6 months of inbound contact center or transferable healthcare experience.
• High School diploma or equivalent.
• Must be able to sit for 8 hours or more wearing a headset.
• Workspace must be secure, quiet, and distraction-free during scheduled shift.
• Download speed 80–100 Mbps and upload speed 12–20 Mbps.
• Excellent written, communication and data entry skills.
• Moderate experience in Microsoft Teams, Outlook, and Word.
• Must adapt to high and fast-paced call volume.

Responsibilities

• Handle inbound calls in English and Spanish from health plan members and representatives regarding transportation services.
• Meet or exceed productivity metrics (AHT, QA, calls per hour, CSAT).
• Follow HIPAA and compliance protocols to protect PHI.
• Escalate transportation and customer service concerns to contact center leadership.

Skills

Bilingual English/Spanish

Inbound Call Center

Data Entry

Microsoft Teams

Outlook

Word

Education

High School diploma

Tools

Microsoft Teams

Outlook

Word

Job description

Pay rate: starting at $16.50 per hour

Job Summary

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

Duties & Responsibilities

• Handle inbound calls in both English and Spanish 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
• 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

Schedule Adherence Program

• Agents who adhere to their shift for two consecutive weeks will be eligible for a $100 bonus per pay period.