Note: The job is a remote job and is open to candidates in USA. Premera Blue Cross is dedicated to improving healthcare for its customers. They are seeking a Customer Service Representative to provide exceptional support and ensure first call resolution for members and providers.
Responsibilities
- 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
Skills
- High School Diploma or GED
- Two years of customer service experience in related fields 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)
- Two (2) years of college coursework or three (3) years of work experience in customer service
- Experience in: Healthcare, insurance, benefits, and/or claims processing industries
- Experience in call centers with high volume inbound/outbound calls
- Experience in recorded screen settings
- Experience in high volume metrics and audited work
Benefits
- Twelve weeks of paid virtual training (100% attendance required).
- 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.
- 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, Premera's employee recognition program, is designed to celebrate colleagues' work, reinforce core competencies, and provide redeemable rewards.
- 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.
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