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 Customer Service Representative/Provider Representative 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.
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
- 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.
Location: This is a telecommute opportunity. Employees must have the capability to work in a 100% remote environment.
Schedule: After you complete your training, your shift will be assigned based on business needs, but will be within the hours of 8:00am (PST) and 5:15pm (PST). Your work schedule could potentially fall anywhere between those hours Monday – Friday.
Training: During your 8 week training period, work hours are 8:00am – 4:30pm with mandatory attendance for the duration of the 8 week training. Due to the nature of the training program, no time off can be granted during the 8 weeks of training.
