Customer Service Representative

Premera Blue Cross is committed to improving customers' lives by making healthcare work better. They are seeking a Customer Service Representative to provide essential support to customers through first call resolutions and accurate information delivery.

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

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)
• 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 with recorded screen settings
• Experience with high volume metrics and audited work