FEP Customer Service Representative

Workforce Classification:

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 are fostering a culture that emphasizes employee growth, collaborative innovation, and inspired leadership. We are dedicated to creating an environment where employees can excel and where top talent is attracted, retained, and thrives. As a testament to these efforts, Premera has been recognized on the 2025 America's Dream Employers list. Newsweek honored Premera as one of America's Greatest Workplaces, America's Greatest Workplaces for Inclusion, and America's Greatest Workplaces For Mental Well-Being, Forbes ranked Premera among America’s Best Midsize Employers for the fourth time.

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

Are you ready to make a meaningful impact and be part of an energetic team? At Premera, we are dedicated to transforming healthcare and providing exceptional support to our customers. As a Customer Service Representative, you will play a crucial role in ensuring our customers receive the best care and assistance. With opportunities for career progression, a generous benefits package starting on day one, and the flexibility to work from home, Premera offers an environment where you can thrive and grow. Join us and be a part of a company that values your contributions and supports your professional development. Your journey to a rewarding career starts here!

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, Texas, and Arizona areas.

The 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. Conduct research to provide claims status, as well as investigate routine requests and escalate all call issues as required. Customer Service Reps II serve both Premera members and providers.

Benefits of joining the team:

• Set schedule with consistency – Monday through Friday, 8-hour shift between 5 a.m. and 8 p.m. Pacific Time.
• Career progression opportunities.
• Twelve weeks of paid virtual training (100% attendance required).
• Telecommute 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: