Workforce Classification:
Telecommuter
Join Our Team: Do Meaningful Work and Improve People’s Lives
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.
To better serve our customers, we are fostering a culture that emphasizes employee growth, collaborative innovation, and inspired leadership. We are dedicated to creating an environment where employees can excel and where top talent is attracted, retained, and thrives. As a testament to these efforts, Premera has been recognized on the
2025 America's Dream Employers
list. In 2024, Newsweek honored Premera as one of
America's Greatest Workplaces
,
America's Greatest Workplaces for Diversity
, and
America's Greatest Workplaces for Mental Wellbeing
. Additionally in 2024, Forbes ranked Premera among
America’s Best Midsize Employers
for the fourth time.
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.
Our customers often have questions that they are not able to resolve themselves and you help resolve those questions by providing information and education.
You will execute a wide variety of tasks including managing inbound and outbound calls, conducting research on claim status, and investigating requests. Your hard work and commitment to provide excellent service will ensure that our customers feel they have received the level of support they expect. Occasionally, issues will require additional support and you will escalate them appropriately. You will also document all your work to help ensure accuracy, identify trends, and improve processes.
The Customer Service Representative II provides inbound and/or outbound customer service support ensuring delivery of accurate, complete, and timely information pertaining to member policies and coverage thoroughly documenting all calls. Conducts research to provide claims status, as well as investigates routine requests and escalates all call issues as required. Customer Service Reps II serve both Premera members and providers. Provider Reps serve Premera’s providers which includes doctors, facilities (clinics, hospitals, skilled nursing facilities, etc.), and vendors for multiple geographic locations.
What you will love:
- Set schedule with consistency – Monday through Friday, 8-hour shift between 5 a.m. and 8 p.m. Pacific Time.
- Career progression opportunities.
- 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.
- Generous benefits package that starts on Day 1 including health, dental, vision, PTO, and incredible retirement packages.
What you will do:
- 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.
What you will bring:
- High School Diploma or GED (Required).
- One (1) year of previous customer service experience (Required).
- Experience with MS Office or other computer platforms (Required).
- Two (2) years of college level courses or two (2) years’ work experience with phone related customer service.
- Healthcare, benefits, call center, claims processing or Facets experience.
Premera total rewards
Our comprehensive total rewards package provides support, resources, and opportunities to help employees thrive and grow. Our total rewards are more than a collection of perks, they're a reflection of our commitment to your health and well-being. We offer a broad array of rewards including physical, financial, emotional, and community benefits, including:
-
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.
-
Engaging on-site events and activities include food trucks, health and wellness, DEI and disaster preparedness fairs, coffee connects, 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.
Equal employment opportunity/affirmative action:
Premera is an equal opportunity/affirmative action employer. Premera seeks to attract and retain the most qualified individuals without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, gender or gender identity, sexual orientation, genetic information or any other protected characteristic under applicable law.
If you need an accommodation to apply online for positions at Premera, please contact Premera Human Resources via email at careers@premera.com or via phone at 425-918-4785.
The pay for this role will vary based on a range of factors including, but not limited to, a candidate’s geographic location, market conditions, and specific skills and experience.
The salary range for this role is posted below; we generally target up to and around the midpoint of the range.
National Salary Range:
$37,400.00 - $56,100.00
We’re happy to discuss compensation further during the interview because we believe that open communication leads to better outcomes for all. We’re committed to creating a diverse and inclusive environment where all employees are celebrated for their unique skills and contributions.
