Customer Service. Representative
Job Location:
Mountlake Terrace, WA - USA
Monthly Salary:
Posted on:
Vacancies:
Job Summary
Full Job Description
Workforce Classification:
Telecommuter
Join Our Team: Do Meaningful Work and Improve Peoples 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.
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 were able to better serve our customers. Its 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.
Premera is committed to making healthcare work better and it all starts with the Customer Service Representative. To help us continue to provide the best support for our customers Premera is hiring additional Customer Service Representatives based out of Eastern Washington Idaho Oregon Montana Utah Minnesota Wisconsin Tennessee North Carolina South Carolina Georgia Florida Texas and Arizona areas.
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 Premeras 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.
What you will love:
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).
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. RISE Premeras employee recognition program is designed to celebrate colleagues work reinforce core competencies and provide redeemable rewards.
A nationally recognized workplace as one of the best companies to work for that nurtures an employee culture where everyone can thrive.
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)
Oneyears 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 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).
What you will gain:
Deep healthcare and insurance knowledge and an understanding of the provider ecosystem by working with clinics hospitals and vendors and understanding their needs.
Regulatory and compliance awareness including the handling of Personal Protected Information (PPI) and HIPAA-related practices.
Daily use of ALICE Premeras AI-powered virtual agent to access procedures and guidance.
Career progression pathways: CSR roles feed into many other operations roles evidenced by nearly 70% of promotions in Operations coming from Customer Service.
Premera total rewards
Our comprehensive total rewards package provides support resources and opportunities to help employees thrive and grow. Our total rewards are more than a collection of perks theyre a reflection of our commitment to your health and well-being. We offer a broad array of rewards including physical financial emotional and community benefits including:
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.
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.
The salary range for this role is posted below; we generally target up to and around the midpoint of the range.
National Salary Range:
$35.00 per hourWere happy to discuss compensation further during the interview because we believe that open communication leads to better outcomes for all. Were committed to creating an environment where all employees are celebrated for their unique skills and contributions.
