Fep Customer Service Representative Ii

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. Due to internal promotions, Premera is currently hiring an additional class of Customer Service Representatives; if you have one (1) year of customer service experience this can be your opportunity to start your career. Premera is currently hiring based out of Eastern Washington, Idaho, Oregon, Montana, Texas and Arizona.

As a Customer Service Representative in our Federal Employee Program team, you play an essential role in answering questions, providing information, and educating our members and providers on items related to the Federal Employee Program Benefits.

You will be executing 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 service will ensure that our Members and Providers feel that they have received 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 to ensure that we are able to ensure accuracy, identify trends and improve overall processes.

What you will love:

• Ten weeks of paid virtual training beginning on your start date, 7/10/2023 (100% attendance required)
• No more commute
• Career progression opportunities
• Upon successful graduation of the 10-week training class, Premera will provide a one-time pre-tax allotment of $500 (minus taxes) towards home office furniture.
• Work from home, full time (40 hour week)
• Generous benefits package that starts on Day 1 including health, dental, vision, PTO, and incredible retirement packages
• Set schedule with consistency – Monday-Friday, 8 hour days between 7am and 6pm PST

What you will do:

• Follow up on pended items and route incoming paperwork to correct departments for completion.
• Follow-up, resolve and document issues. Route inquiries needing further investigation to the appropriate department and conduct routine research as needed.
• Work with highly sensitive information while maintaining Personal Protected Information (PPI) requirements.
• Other duties as assigned.
• Accountable for inbound and/or outbound phone based customer service in the course of providing first call and/or email resolution, as well as caller education, through clear and accurate exchange of information.

What you will bring:

• Bilingual proficiency in a particular language (English/Spanish) with the ability to articulate messages and information clearly and accurately (Preferred
• One (1) year previous customer service experience (Required)
• Two (2) years of college level courses or two (2) years’ work experience with phone related customer service (Preferred)
• Healthcare, benefits, call center, claims processing or Facets experience (Preferred)

Knowledge, Skills and Abilities:

• Ability to multi-task, pay attention to detail, prioritize work and work independently.
• Knowledge and understanding of medical, pharmacy, and Blue Cross Blue Shield Association guidelines and policies.
• Demonstrated positive tone of voice and empathy with caller while providing needed information in a timely manner.
• Demonstrated positive tone of voice and empathy with caller while providing needed information in a timely manner.
• Ability to understand and translate medical terms into plain language for our members and providers.
• PC skills to include the ability to navigate and keyboard through a variety of systems.
• Strong written and interpersonal communication skills with ability to articulate messages and information clearly and accurately.
• Demonstrated ability to work in a structured/regulated and fast-paced environment with rigorous performance metrics.

The following have been identified as essential physical requirements of this job and must be performed with or without an accommodation:

This is primarily a sedentary role which requires the ability to exert up to 10 lbs. of force occasionally and/or a negligible amount of force frequently or constantly to lift, carry, push, pull, or otherwise move objects, including the human body. This role requires the ability to keyboard, to communicate and to receive detailed information through verbal communication clearly and understandably in person, and over the telephone.

EOE - Equal Opportunity Employer. Minorities, women, veterans and individuals with disabilities are encouraged to apply.

What We Offer

• Life and disability insurance
• Wellness incentives, onsite services, a discount program and more
• Medical, vision and dental coverage
• Generous Paid Time Off to reenergize
• Tuition assistance for undergraduate and graduate degrees
• Free parking
• Retirement programs (401K employer match and pension plan)

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