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Customer Services & Support
Premera Blue Cross Hiring for Member Customer Service Representatives II at Remote Full Time
Full Job Description
Join Our Team: Do Meaningful Work and Improve People’s Lives
Our purpose, to improve customers’ lives by making healthcare work better, is far from ordinary. And so are our employees. Working at Premera means you have the opportunity to drive real change by transforming healthcare.
To better serve our customers, we’re creating a culture that promotes employee growth, collaborative innovation, and inspired leadership.
Forbes ranked Premera among America’s 2023 Best Midsize Employers
because we are committed to creating an environment where employees can do their best work and where best-in-class talent comes, stays, and thrives!
Premera is committed to making healthcare work better, and it all starts with the Customer Service Representative!
Premera is currently hiring a class of Member Customer Service Representatives based out of Eastern Washington, Idaho, Oregon, Montana, Texas, and Arizona. If you have one (1) year of customer service experience this can be your opportunity to start your career.
As a Customer Service Representative, you play an essential role in ensuring our members can access services. Our customers often have questions they are not able to resolve themselves and you will help answer those questions by providing information, and education. You will execute a wide variety of tasks including managing inbound and outbound calls, conducting research on claim status, and investigating requests. Your hard work and commitment to provide excellent service will ensure members receive the level of support they expect. Occasionally, issues will require additional support and you will escalate them appropriately. You will also document all your work, ensuring accuracy, identifying trends, and improving overall processes.
What you will love:
- Performance based set schedule– Monday-Friday, 8-hour days between 5am and 8pm Pacific Time.
- Career progression opportunities.
- Twelve weeks of paid virtual training.
- No more commute.
- Work from home, full time (40-hour week).
- Upon successful graduation of the 12-week training class, Premera will provide a one-time pre-tax allotment of $500 (minus taxes) towards home office furniture.
- Generous benefits package that starts on Day 1 including health, dental, vision, PTO, and incredible retirement packages.
What you will do:
- Accountable for inbound and/or outbound phone-based customer service; provides first call and/or email resolution, de-escalate calls, as well as provides caller education, through clear and accurate exchange of information.
- Follow-up, resolve and document issues in a timely manner.
- Route inquiries needing further investigation to the appropriate department and conduct routine research as needed.
- Follow up on pended items and route incoming paperwork to correct departments for completion.
- Work with highly sensitive information while maintaining Personal Protected Information (PPI) requirements.
- Perform with reliable and consistent behaviors, performance goals and metrics, and attendance.
- Other duties as assigned.
What you have:
- Ability to listen and respond with empathy and respect towards others.
- Demonstrated ability to accurately and succinctly recap inquiries and take appropriate action.
- Ability to communicate clearly and effectively with a style that is relatable, easy to understand, and minimizes the use of jargon and acronyms.
What you will bring:
- One (1) year previous customer service experience. (Required)
- High School Diploma or GED, or 2yrs work experience. (Required)
- Experience with MS Office or other computer platforms. (Required)
- A private, secure, distraction-free workplace to ensure PPI compliance. (Required)
- High Speed Cable, DSL or Fiberoptic Internet, no less than 20 Mbps – Satellite and Wireless connections will not work with our equipment. (Required)
- Two (2) years of college level courses or two (2) years’ work experience with phone related customer service. (Preferred)
- High volume customer service experience. (Preferred)
- Healthcare, benefits, call center, claims processing or Facets experience. (Preferred)
Apply today for immediate consideration!
What we offer
- Medical, vision and dental coverage
- Life and disability insurance
- Retirement programs (401K employer match and pension plan)
- Wellness incentives, onsite services, a discount program and more
- Tuition assistance for undergraduate and graduate degrees
- Generous Paid Time Off to reenergize
- Free parking
Equal employment opportunity/affirmative action:
Premera is an equal opportunity/affirmative action employer. Premera seeks to attract and retain the most qualified individuals without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, gender or gender identity, sexual orientation, genetic information or any other protected characteristic under applicable law.
If you need an accommodation to apply online for positions at Premera, please contact Premera Human Resources via email at [email protected] or via phone at 425-918-4785.
The pay for this role will vary based on a range of factors including, but not limited to, a candidate’s geographic location, market conditions, and specific skills and experience.
National Salary Range:
$35,700.00 – $53,500.00
National Plus Salary Range:
$40,300.00 – $60,500.00
- National Plus salary range is used in higher cost of labor markets including Western Washington and Alaska.