Member Customer Service Representatives 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!

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:

• 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.
• Work from home, full time (40-hour week).
• No more commute.
• Generous benefits package that starts on Day 1 including health, dental, vision, PTO, and incredible retirement packages.
• Twelve weeks of paid virtual training.
• Career progression opportunities.
• Performance based set schedule– Monday-Friday, 8-hour days between 5am and 8pm Pacific Time.

What you will do:

• Follow-up, resolve and document issues in a timely manner.
• Work with highly sensitive information while maintaining Personal Protected Information (PPI) requirements.
• Follow up on pended items and route incoming paperwork to correct departments for completion.
• Perform with reliable and consistent behaviors, performance goals and metrics, and attendance.
• Other duties as assigned.
• Route inquiries needing further investigation to the appropriate department and conduct routine research as needed.
• 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.

What you have:

• Ability to communicate clearly and effectively with a style that is relatable, easy to understand, and minimizes the use of jargon and acronyms.
• Demonstrated ability to accurately and succinctly recap inquiries and take appropriate action.
• Ability to listen and respond with empathy and respect towards others.

What you will bring:

• High volume customer service experience. (Preferred)
• High Speed Cable, DSL or Fiberoptic Internet, no less than 20 Mbps – Satellite and Wireless connections will not work with our equipment. (Required)
• Healthcare, benefits, call center, claims processing or Facets experience. (Preferred)
• High School Diploma or GED, or 2yrs work experience. (Required)
• Two (2) years of college level courses or two (2) years’ work experience with phone related customer service. (Preferred)
• A private, secure, distraction-free workplace to ensure PPI compliance. (Required)
• One (1) year previous customer service experience. (Required)
• Experience with MS Office or other computer platforms. (Required)

Apply today for immediate consideration!

What We Offer

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

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.