Customer Service Rep II
About The Position
The Customer Service Representative II (CSR II) plays an essential role in ensuring that the members and providers that Premera serve are provided with a first call resolution. Through applying Premera’s core values and competencies, the CSR II provides inbound and outbound customer service support while ensuring delivery of accurate, complete, and timely information. CSR II conducts research to provide claims status, investigates routine questions, escalates all call issues as required and thoroughly documents all member interactions. CSR II serves both Premera members and providers which includes doctors, facilities (clinics, hospitals, skilled nursing facilities, etc.), and vendors for multiple geographic locations.
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 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.
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.
Benefits
- employer matched 401k
- pension equity plan
- healthcare benefits
- generous PTO policy
- 8 paid days off a year
- two floating holidays
- Tuition assistance for both undergraduate and graduate level classes
- Opportunities for RISE recognition
- 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.
- Commuter perks
- Free convenient on-site parking.
- Subsidized on-campus cafes
- Engaging on-site activities such as health and wellness events, coffee connects, disaster preparedness fairs and more.
- Complementary fitness & well-being center offers both in-person and virtual workouts and nutritional counseling.
- Shuffleboard or ping pong
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
