Microsoft Customer Service Representative

Premera Blue Cross

1d•Remote

About The Position

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. Premera is committed to being a workplace where people feel empowered to grow, innovate, and lead with purpose. By investing in our employees and fostering a culture of collaboration and continuous development, we’re able to better serve our customers. It’s this commitment that has earned us recognition as one of the best companies to work for. Learn more about our recent awards and recognitions as a greatest workplace. Learn how Premera supports our members, customers and the communities that we serve through our Healthsource blog: https://healthsource.premera.com/. Premera is committed to making healthcare work better, and it all starts with the Customer Service Representative. 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. If you have 12 months of customer service experience this can be your opportunity to start your career! As a Customer Service Representative, you play an essential role in ensuring that the customers we serve are provided with a first call resolution. 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.
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).

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 into 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 HIPPA and Personal Protected Information (PPI) requirements.
Independently research and analyze complex situations, navigate multifaceted systems, and interpret diverse resources to develop informed solutions.
Performs with reliable and consistent behaviors that align to Premera's values, performance goals and metrics, and attendance.
Work independently and as part of a team to resolve member needs.
Consistently upholds confidentiality and organizational values in all calls and written communications.
Other duties as assigned

Benefits

Set schedule with consistency – Monday through Friday, 8-hour shift between 5 a.m. and 8 p.m. Pacific Time.
Twelve weeks of paid virtual training (100% attendance required).
Work from home, 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.
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.
A nationally recognized workplace as one of the best companies to work for that nurtures an employee culture where everyone can thrive.
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.