Member Customer Service Representative

Telecommuter

The 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. Premera is committed to being a workplace where people feel empowered to grow, innovate, and lead with purpose. By investing in our employees and fostering a culture of collaboration and continuous development, we're able to better serve our customers.

It's this commitment that has earned us recognition as one of the best companies to work for.

Learn how Premera supports our members, customers and the communities that we serve through our Healthsource blog:

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Premera is committed to making healthcare work better, and it all starts with the Customer Service Representative. To help us continue to provide the best support for our customers, Premera is hiring additional Customer Service Representatives based out of Eastern Washington, Idaho, Oregon, Montana, Utah, Minnesota, Wisconsin, Tennessee, North Carolina, South Carolina, Georgia, Florida, Texas, and Arizona areas. As a Customer Service Representative, you play an essential role in ensuring that the customers we serve are provided with a first call resolution.

• Set schedule with consistency - Monday through Friday, 8-hour shift between 5 a.m. and 8 p.m. Pacific Time.
• Twelve weeks of paid virtual training (100% attendance required).
• 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.
• A comprehensive benefits package that is designed to promote health and well-being. We offer an employer matched 401k, pension equity plan, and healthcare benefits. Healthcare benefits start day one. Premera offers a generous PTO policy in addition to 8 paid days off a year plus two floating holidays.
• Tuition assistance for both undergraduate and graduate level classes.
• Opportunities for RISE recognition. RISE, Premera's employee recognition program, is designed to celebrate colleagues' work, reinforce core competencies, and provide redeemable rewards.
• A nationally recognized workplace as one of the best companies to work for that nurtures an employee culture where everyone can thrive.

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. Performs with reliable and consistent behaviors, performance goals and metrics, and attendance. Other duties as assigned.

High School Diploma or GED. (Required) Two years of customer service experience in related fields (Required) which includes the following:

• Ability to defuse conflict and address customer concerns effectively with empathy and respect.
• Demonstrated recent experience with Microsoft Office Suite or equivalent software platforms, including proficiency in navigating multiple screens and systems simultaneously while providing live call support.
• Demonstrated ability to accept constructive feedback, adapt work practices accordingly, and implement changes to improve performance.
• Ability to adapt communication style to broad audiences.
• Ability to work a variety of shifts based on quality metrics (if shift bid applies).

Two (2) years of college coursework or three (3) years of work experience in customer service.

• Healthcare, insurance, benefits, and/or claims processing industries.
• Call centers with high volume inbound/outbound calls.
• Recorded screen settings.
• High volume metrics and audited work.

Deep healthcare and insurance knowledge, and an understanding of the provider ecosystem by working with clinics, hospitals, and vendors, and understanding their needs. Regulatory and…