Customer Service Representative - Healthcare Customer Support Specialist

Join the Movement to Transform Healthcare and Make a Meaningful Impact

At Premera, we're on a mission to improve people's lives by making healthcare work better. As a leading health insurance company, we're dedicated to providing exceptional customer service and support to our members and customers. Our purpose-driven culture fosters employee growth, collaborative innovation, and inspired leadership, making us an employer of choice. Join our team as a Customer Service Representative and be part of a dynamic organization that's shaping the future of healthcare.

About Premera

Premera is a not-for-profit health insurance company serving the Pacific Northwest and Alaska. We're committed to making healthcare work better for our customers, and we're proud to have been recognized as one of America's Best Midsize Employers and America's Best Employers By State by Forbes in 2023. Our company culture is built on a foundation of respect, integrity, and compassion, and we're dedicated to creating an environment where employees can thrive.

Our Healthsource Blog

Learn more about how Premera supports our members, customers, and the communities we serve through our Healthsource blog: https://healthsource.premera.com. Our blog features articles on healthcare trends, wellness tips, and company news, giving you a glimpse into our commitment to improving healthcare and making a positive impact in our communities.

Job Summary

We're seeking a highly skilled and compassionate Customer Service Representative to join our team. As a Customer Service Representative, you will play a critical role in ensuring that our customers receive exceptional support and service. You'll work in a fast-paced, dynamic environment, resolving customer inquiries, and providing education and information on our policies and coverage. If you're passionate about delivering outstanding customer service and making a difference in people's lives, we want to hear from you!

Key Responsibilities

• Provide inbound and outbound customer service support to our members and customers, ensuring delivery of accurate, complete, and timely information pertaining to policies and coverage.
• Conduct research to provide claims status, investigate routine requests, and escalate complex issues to the appropriate department.
• Document all customer interactions to ensure accuracy, identify trends, and improve processes.
• Work with highly sensitive information while maintaining Personal Protected Information (PPI) requirements.
• Follow up on pended items and route incoming paperwork to the correct departments for completion.
• De-escalate calls and provide caller education through clear and accurate exchange of information.
• Perform with reliable and consistent behaviors, meeting performance goals and metrics, and maintaining excellent attendance.

Essential Qualifications

• High School Diploma or GED required.
• One (1) year of previous customer service experience required.
• Experience with MS Office or other computer platforms required.
• Two (2) years of college-level courses or two (2) years of work experience with phone-related customer service.
• Healthcare, benefits, call center, claims processing, or Facets experience preferred.

Skills and Competencies

• Excellent communication and interpersonal skills.
• Strong problem-solving and analytical skills.
• Ability to work in a fast-paced, dynamic environment.
• Strong attention to detail and organizational skills.
• Ability to maintain confidentiality and handle sensitive information.

What We Offer

Compensation and Benefits

We offer a competitive salary range of $36,600.00 - $54,900.00, depending on experience and location. Our benefits package includes:

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

Career Growth Opportunities

At Premera, we're committed to helping our employees grow and develop their careers. We offer:

• Career progression opportunities.
• Twelve weeks of paid virtual training (100% attendance required).
• Opportunities for professional development and continuing education.

Work Environment

We offer a flexible work environment, including:

• Work from home, full-time (40-hour week).
• Set schedule with consistency – Monday through Friday, 8-hour shift between 5 a.m. and 8 p.m. Pacific Time.
• 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.

Why Join Our Team?

At Premera, we're passionate about making a positive impact in people's lives. By joining our team, you'll have the opportunity to:

• Make a meaningful difference in the lives of our customers.
• Work with a dynamic and supportive team.
• Grow and develop your career.
• Enjoy a comprehensive benefits package and competitive salary.

How to Apply

If you're excited about joining our team and making a difference in healthcare, please submit your application. We can't wait to hear from you!

Equal Employment Opportunity/Affirmative Action: Premera is an equal opportunity/affirmative action employer. We seek 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.

Premera is hiring in the following states, with some limitations based on role or city: Alaska, Arizona, Arkansas, California, Colorado, Florida, Georgia, Idaho, Iowa, Kansas, Kentucky, Maine, Michigan, Minnesota, Missouri, Montana, Nevada, New Hampshire, New Mexico, North Carolina, Oklahoma, Oregon, South Carolina, South Dakota, Tennessee, Texas, Utah, Washington, Wisconsin.