Customer Service Representative

🕒 4 days ago

🌵 Arizona, Florida, +11 more states – Remote

🌵 Arizona – Remote 🐊 Florida – Remote 🥔 Idaho – Remote 🦬 Montana – Remote 🌲 North Carolina – Remote 🌲 Oregon – Remote ❄️ Minnesota – Remote 🌴 South Carolina – Remote 🎸 Tennessee – Remote 🤠 Texas – Remote ⛷️ Utah – Remote ☕ Washington – Remote 🧀 Wisconsin – Remote

💵 $38.5k - $57.8k / year

⏰ Full Time

🟢 Junior

🟡 Mid-level

💝 Customer Support

🚫👨‍🎓 No degree required

🦅 H1B Visa Sponsor

This company has sponsored H1B visas in the past.

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Premera Blue Cross

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1945

🏥 Healthcare

🛡️ Insurance

⚕️ Healthcare Insurance

Healthcare • Insurance • Healthcare Insurance

Premera Blue Cross is an independent health insurance provider, serving businesses and residents of Washington State and Alaska as a licensee of the Blue Cross Blue Shield Association. The company offers a range of health plans including individual, family, employer-based, and Medicare Supplement plans. However, it has announced that it will exit the Medicare Advantage market as of January 1, 2025. Premera is committed to advancing health equity and community support, evident through its Social Impact Program focused on behavioral health and homelessness solutions in Washington and Alaska. Additionally, Premera complies with federal and state civil rights laws, offering language assistance services to ensure equitable care.

📋 Description

• Provide inbound and/or outbound phone-based customer service • Provide first-call and/or email resolution • De-escalate calls and educate callers through clear and accurate information exchange • Follow up on, resolve, and document issues in a timely manner • Route inquiries requiring further investigation to the appropriate department • Conduct routine research as needed, including claims-status research • Follow up on pended items • Route incoming paperwork to the correct departments for completion • Serve Premera members and providers, including doctors, facilities, and vendors across multiple geographic locations • Handle highly sensitive information while maintaining Personal Protected Information requirements • Thoroughly document member interactions • Meet performance goals, metrics, and attendance expectations • Gain healthcare and insurance knowledge and understanding of the provider ecosystem • Use ALICE, Premera’s AI-powered virtual agent, to access procedures and guidance

🎯 Requirements

• High School Diploma or GED (Required) • Two years of customer service experience in related fields (Required) • Ability to defuse conflict and address customer concerns with empathy and respect • Recent experience with Microsoft Office Suite or equivalent software platforms • Proficiency navigating multiple screens and systems simultaneously while providing live call support • Ability to accept constructive feedback, adapt work practices, and implement performance improvements • Ability to adapt communication style to broad audiences • Ability to work a variety of shifts based on quality metrics, if shift bid applies • Two years of college coursework or three years of work experience in customer service • Experience in healthcare, insurance, benefits, and/or claims processing industries • Experience in high-volume inbound/outbound call centers • Experience in recorded screen settings • Experience with high-volume metrics and audited work • Ability to keyboard and communicate clearly and understandably by telephone and in person • Ability to perform essential physical requirements with or without accommodation, including sedentary work and occasional lifting of up to 10 lbs.

🏖️ Benefits

• 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) • Work from home, full time (40-hour week) • One-time pre-tax allotment of $500 (minus taxes) towards home office furniture after successful graduation of the 12-week training class • Comprehensive benefits package designed to promote health and well-being • Employer matched 401k • Pension equity plan • Healthcare benefits starting day one • Generous PTO policy • 8 paid days off a year plus two floating holidays • Tuition assistance for undergraduate and graduate level classes • Opportunities for RISE employee recognition and redeemable rewards • Medical, vision, and dental coverage with low employee premiums • Voluntary benefits, including pet insurance • Life and disability insurance • Retirement programs, including a 401K employer match and pension plan vested after 3 years of service • Wellness incentives, including mental well-being resources, counseling services, stress management programs, and mindfulness programs • Generous paid time off • Employee recognition program • Access to career progression pathways