Note: The job is a remote job and is open to candidates in USA. Premera Blue Cross is committed to improving healthcare and is seeking a Customer Service Representative to help provide excellent support to their customers. The role involves handling inbound and outbound customer service inquiries, ensuring first call resolution, and maintaining accurate documentation of member interactions.

Responsibilities

• 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

Skills

• High School Diploma or GED
• Two years of customer service experience in related fields 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
• Experience in: Healthcare, insurance, benefits, and/or claims processing industries
• Experience in: Call centers with high volume inbound/outbound calls
• Experience in: Recorded screen settings
• Experience in: High volume metrics and audited work

Benefits

• Twelve weeks of paid virtual training (100% attendance required).
• 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.
• A nationally recognized workplace as one of the best companies to work for that nurtures an employee culture where everyone can thrive.
• Medical, vision, and dental coverage with low employee premiums.
• Voluntary benefit offerings, including pet insurance for paw parents.
• Life and disability insurance.
• Retirement programs, including a 401K employer match and, believe it or not, a pension plan that is vested after 3 years of service.
• Wellness incentives with a wide range of mental well-being resources for you and your dependents, including counseling services, stress management programs, and mindfulness programs, just to name a few.
• Generous paid time off to reenergize.
• Looking for continuing education? We have tuition assistance for both undergraduate and graduate degrees.
• Employee recognition program to celebrate anniversaries, team accomplishments, and more.
• For our hybrid employees, our on-campus model provides flexibility to create your own routine with access to on-site resources, networking opportunities, and team engagement.
• Commuter perks make your trip to work less impactful on the environment and your wallet.
• Free convenient on-site parking.
• Subsidized on-campus cafes make lunchtime connections with colleagues fun and affordable.
• Participate in engaging on-site activities such as health and wellness events, coffee connects, disaster preparedness fairs and more.
• Our complementary fitness & well-being center offers both in-person and virtual workouts and nutritional counseling.
• Need a brain break? Challenge someone to a game of shuffleboard or ping pong while on campus.

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