Member Customer Service Representatives II

Join Our Team: Do Meaningful Work and Improve People’s 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. 

To better serve our customers, we’re creating a culture that promotes employee growth, collaborative innovation, and inspired leadership. We are committed to creating an environment where employees can do their best work and where best-in-class talent comes, stays, and thrives! As a result of these efforts we are proud to share that Forbes ranked Premera among America’s 2023 Best Midsize Employers and America's 2023 Best Employers By State.

Learn how Premera supports our members, customers and the communities that we serve through our Healthsource blog:  https://healthsource.premera.com.

Premera is committed to making healthcare work better, and it all starts with the Customer Service Representative! 

Premera is currently hiring a class of Member Customer Service Representatives based onsite at our Spokane, WA campus. If you have one (1) year of customer service experience this can be your opportunity to start your career!

The Customer Service Representative in our NAO I Member Services Group, plays an essential role in ensuring that the customers Premera serves 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. The CSR II will provide excellent customer service that will ensure that the customers feel they have received the level of support they expect. The CSR II conducts research to provide claims status, investigates routine questions, escalate all call issues as required and thoroughly documents all customer interactions.

What you will love:

• Performance based set schedule– Monday-Friday, 8-hour days between 8am and 5pm Pacific Time.
• Career progression opportunities.
• Twelve weeks of paid virtual training.
• Full time (40-hour week).
• 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 have:

• Ability to listen and respond with empathy and respect towards others.
• Demonstrated ability to accurately and succinctly recap inquiries and take appropriate action.
• Ability to communicate clearly and effectively with a style that is relatable, easy to understand, and minimizes the use of jargon and acronyms. 

What you will bring:

• One (1) year of previous customer service experience. (Required)
• High School Diploma or GED, or 2 years of work 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. (Preferred)
• He