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Customer Service Representatives at Premera

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!
     
We are now hiring Customer Service Representatives for our April Cohort with start of April 12, 2021.
Who we Are: Premera’s customer service teams are the voice of the company and they set the standard of service excellence across the healthcare industry. They’re also driven, dedicated individuals who take pride in delivering world-class service to our customers while upholding our values that put the customer at the center of all we do. As a Customer Service Representative with Premera, you will the opportunity to improve our customers’ lives by making healthcare work better and to hear from the customer: “You took great care of me and made it simple and easy.
As a Customer Service Representative/Provider Representative for our Federal Employee Program, you will get the opportunity to provide 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. You will conduct research to provide claims status, as well as investigate routine requests and escalates all call issues as required. Customer Service Reps 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’ll do:
  • Accountable for inbound and/or outbound phone-based customer service in the course of providing first call and/or email resolution, as well as caller education, through clear and accurate exchange of information.
  • Follow-up, resolve and document issues. 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.
What you’ll bring:
Minimum Qualifications:
  • One (1) year previous customer service experience.
  • Ability to work in a fully remote environment.
Preferred Qualifications:
  • 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
  • Bilingual proficiency in a particular language (English/Spanish) with the ability to articulate messages and information clearly and accurately
Knowledge, Skills & Abilities:
  • PC skills to include the ability to navigate and keyboard through a variety of systems.
  • Demonstrated positive tone of voice and empathy with caller while providing needed information in a timely manner.
  • Strong written and interpersonal communication skills with ability to articulate messages and information clearly and accurately.
  • Demonstrated ability to work in a structured/regulated and fast-paced environment with rigorous performance metrics.
  • Ability to multi-task, pay attention to detail, prioritize work and work independently.
  • Ability to understand and translate medical terms into plain language for our members and providers.
  • Demonstrated positive tone of voice and empathy with caller while providing needed information in a timely manner.
  • Knowledge and understanding of medical, pharmacy, and Blue Cross Blue Shield Association guidelines and policies.
           
What we offer
  • Medical, vision and dental coverage
  • Life and disability insurance
  • Retirement programs (401K employer match and pension plan)
  • Wellness incentives, onsite services, a discount program and more
  • Tuition assistance for undergraduate and graduate degrees
  • Generous Paid Time Off to reenergize
  • Free parking
        
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.
If you need an accommodation to apply online for positions at Premera, please contact Premera Human Resources via email at careers@premera.com or via phone at 425-918-4785.
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