Customer Service Representative

This is a fully remote position, open to applicants in Arizona, +12 more states.

📋 Description

• Deliver exceptional inbound and outbound customer service via phone.

• Achieve first-call resolution and/or email support while effectively de-escalating calls.

• Provide clear and accurate information to educate callers.

• Ensure timely follow-up, resolution, and documentation of issues.

• Direct inquiries that need further investigation to the right department.

• Perform routine research, such as claims-status inquiries.

• Follow up on items that are pending.

• Distribute incoming paperwork to the appropriate departments.

• Manage highly sensitive information while adhering to PPI requirements.

• Meet performance objectives, metrics, and maintain reliable attendance and behavior.

• Serve Premera members and providers, including doctors, facilities, and vendors across various geographic regions.

• Utilize ALICE, Premera’s AI-driven virtual agent, to access procedures and guidance.

⛳️ Requirements

• High School Diploma or GED (Required).

• Minimum of two years of customer service experience in related fields (Required).

• Skilled in conflict resolution and addressing customer concerns with empathy and respect.

• Recent experience with Microsoft Office Suite or similar software platforms.

• Proficient in navigating multiple screens and systems simultaneously while providing live call support.

• Able to accept constructive feedback, adjust work practices, and implement performance enhancements.

• Capable of adapting communication style for diverse audiences.

• Willing to work various shifts based on quality metrics if shift bidding is applicable.

• Two years of college coursework or three years of experience in customer service.

• Experience in the healthcare, insurance, benefits, and/or claims processing sectors.

• Familiarity with managing high-volume inbound/outbound calls in call centers.

• Experience with recorded screen settings.

• Proven track record of handling high-volume metrics and audited work.

• Ability to type and communicate clearly and understandably over the phone.

• Proficient in handling Personal Protected Information (PPI) while following HIPAA guidelines.

🏝️ Benefits

• Twelve weeks of paid virtual training.

• One-time pre-tax $500 allowance for home office furniture upon successful training completion.

• Employer-matched 401(k) plan.

• Pension equity plan.

• Healthcare benefits commencing on day one.

• Generous paid time off policy.

• Eight paid days off annually plus two floating holidays.

• Tuition assistance for undergraduate and graduate courses.

• RISE employee recognition program offering redeemable rewards.

• Medical, vision, and dental coverage with low employee premiums.

• Optional benefits including pet insurance.

• Life and disability insurance coverage.

• Wellness incentives and mental health resources, including counseling, stress management, and mindfulness programs.

• Employee recognition initiatives.

• Commuter benefits.

• Free on-site parking available.

• Subsidized on-campus cafes.

• On-site health and wellness activities.

• Fitness and well-being center offering in-person and virtual workouts along with nutritional counseling.