COMPANY OVERVIEW
Alivi exist to help people live a happier and healthier life. We design, build, and manage healthcare
benefits. Alivi has over 200 employees that manage supplemental and value-based healthcare benefits. The benefit solutions include non-emergency medical transportation, card-based benefits (i.e., Flex, OTC, Wellness), and specialist benefits (i.e., physical therapy, podiatry). Alivi was founded in 2016 and has been ranked by the Inc. 5000 list as one of the nation’s fast growing private companies. This recognition amongst many, is just one of the few testaments to the unwavering dedication to provide healthcare solutions that help increase the quality of care, enhance the member experience, and lower healthcare costs.

JOB SUMMARY
An Alivi Bilingual (Spanish Speaking) Customer Service Representative (CSR) will provide prompt and
courteous support to the members of our health plan partners in both English and Spanish, 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.
▪ Fully bilingual: English/Spanish.
▪ High School degree or equivalent.
• Must be able to sit for 4 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.

TRAINING PROGRAM
Our comprehensive three-week program is designed to familiarize you with our company, your role, and the systems you'll use daily. We also provide all necessary equipment to ensure your success!

PILOT PROGRAM
You can increase your hourly pay by simply adhering to your schedule. Agents who adhere to their shift start/and time daily will obtain an additional bonus payout. This will equate too and average of $100-120 per bi-monthly pay period. 

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