Customer Service Representative II

Job Description:

Customer Service Representative II

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. In 2024, Newsweek honored Premera as one of America's Greatest Workplaces, America's Greatest Workplaces for Diversity, and America's Greatest Workplaces for Mental Wellbeing. Additionally in 2024, 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 escalates 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:

• High School Diploma or GED (Required).

• One (1) year of previous customer service experience (Required).
• Experience with MS Office or other computer platforms (Required).

• 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.

What you will gain:

• Develop the ability to provide first call resolution and educate customers by delivering clear and accurate information.
• Enhance skills in conducting research on claim status, investigating requests, and escalating issues when necessary.
• Improve communication skills by managing inbound and outbound calls, documenting all interactions, and ensuring accuracy in information exchange.
• Continue to build experience with MS Office and other computer platforms, as well as handling highly sensitive information while maintaining Personal Protected Information (PPI) requirements.
• Learn to perform reliably and consistently, meeting performance goals and metrics, and managing your time effectively to follow up on pending items and route inquiries appropriately.

Premera total rewards

Our comprehensive total rewards package provides support, resources, and opportunities to help employees thrive and grow. Our total rewards are more than a collection of perks, they're a reflection of our commitment to your health and well-being. We offer a broad array of rewards including physical, financial, emotional, and community benefits, including:

• 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.

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.

The pay for this role will vary based on a range of factors including, but not limited to, a candidate’s geographic location, market conditions, and specific skills and experience.

National Salary Range:

$37,400.00 - $56,100.00

We’re happy to discuss compensation further during the interview because we believe that open communication leads to better outcomes for all. We’re committed to creating a diverse and inclusive environment where all employees are celebrated for their unique skills and contributions.

About Us

At Premera, we make healthcare work better. By focusing on improving our customers’ experience purposefully and serving their needs passionately, we make the process easier, less costly, and more positive. Through empathy and advocacy, we change lives. As the leading health plan in the Pacific Northwest, we provide comprehensive health benefits and services to more than 2 million customers, from individuals to Fortune 100 companies. Our services include innovative programs focused on health management, wellness, prevention, and patient safety. We deliver these programs through health, life, vision, dental, disability, and other related products and services.

Premera Blue Cross is headquartered in Mountlake Terrace, WA, with operations in Spokane and Anchorage. The company has operated in Washington since 1933 and in Alaska since 1952. With more than 80 years of experience in the region, we deliver innovation, choice, and expertise.