PREMERA. Applying innovation and strategy to create leading-edge health coverage and benefit solutions for our members.

PREMERA’s culture promotes individual development, fosters innovation, and rewards success. We are creative, strategic thinkers who use our talents to fulfill our mission of creating peace of mind for our members. First established in 1933, the PREMERA family of health-care companies is headquartered in Washington and serves over 1.5 million members in several Western States. Our unique value proposition is built on a strong local presence and national capabilities.

If you would like to apply your skills and experience to create health-care solutions, consider the following position:

Job Summary:
Actively participates in new hire training program and meets development milestones. Provides outstanding customer service support through communicating accurate information and thorough documentation of all conversations. Answers incoming inquires from all customers. Provides accurate, complete and timely information pertaining to member policies and coverage. Conducts research to provide claims status. Investigates routine requests and escalates all call issues as required. Follows up with all inquiries. Inquiries handled at this level are simple and routine, with direct guidance provided.

Demonstrates Premera’s Core Value of Customer Care: We anticipate, listen and respond to our customers’ needs.

Training classes are held up to eight weeks Monday through Friday 8:00am-4:30pm. While in the training environment, Customer Service Representatives are required to maintain attendance expectations, which include scheduled shifts, break times, and an expectation of no vacations or unplanned absences.

Training for these customer service classes will begin on: May 19th and June 9th.

Responsibilities:
1. Actively participate in new hire training program.
2. Develop core skills in preparation for taking customer service calls.
3. Meet minimum CSR performance requirements.
4. Demonstrate ability to work independently upon completion of training.
5. Accountable for 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.
6. Multi-task and keyboard while researching, following-up, resolving and documenting issues of each call through efficient use of communication skills and navigating between multiple systems and tools.
7. Timely follow up on pended items and routes incoming paperwork to correct departments for completion.
8. Route claims to Claims department and Membership and Billing department as appropriate.
9. Understand medical terms and communicate standard medical terms to customers.
10. Work with highly sensitive information while maintaining Personal Protected Information (PPI) requirements.
11. Conduct routine research with understanding and knowledge of medical, pharmacy, and Blue Cross Blue Shield Association guidelines and policies.
12. Other duties as assigned.