Customer Service Representative

Workforce Classification

Telecommuter

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.

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 more about our recent awards and recognitions as a greatest workplace.

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

Premera is hiring additional Customer Service Representatives based out of Eastern Washington, Idaho, Oregon, Montana, Texas, and Arizona areas. If you have 12 months 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 that the customers we serve are provided with a first call resolution.

The Customer Service Representative II (CSR II) plays an essential role in ensuring that the members and providers that Premera serve are provided with a first call resolution. Through applying Premera’s core values and competencies, the CSR II provides inbound and outbound customer service support while ensuring delivery of accurate, complete, and timely information. CSR II conducts research to provide claims status, investigates routine questions, escalates all call issues as required and thoroughly documents all member interactions.

CSR II serves both Premera members and providers which includes doctors, facilities (clinics, hospitals, skilled nursing facilities, etc.), and vendors for multiple geographic locations.

• 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.
• 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…