Customer Service Representative

Customer Service Representative II provides inbound and/or outbound customer service support ensuring delivery of accurate, complete, and timely information pertaining to member policies and coverage thoroughly documenting all calls. Conducts research to provide claims status, as well as investigates routine requests and escalates all call issues as required. Customer Service Reps II serve both Premera members and providers. Provider Reps serve Premera’s providers which includes doctors, facilities (clinics, hospitals, skilled nursing facilities, etc.), and vendors for multiple geographic locations.What you will love:Set schedule with consistency – Monday through Friday, 8-hour shift between 7 a.m. and 6 p.m. Pacific Time.Career progression opportunities.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.Generous benefits package that starts on Day 1 including health, dental, vision, PTO, and incredible retirement packages.What you will do: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.What you will bring: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’ work experience with phone related customer service.Healthcare, benefits, call center, claims processing or Facets experience.What We OfferMedical, vision and dental coverageLife and disability insuranceRetirement programs (401K employer match and pension plan)Wellness incentives, onsite services, a discount program and moreTuition assistance for undergraduate and graduate degreesGenerous Paid Time Off to reenergizeFree parking