FEP Customer Service Representative

Premera Blue Cross is committed to improving customers’ lives by making healthcare work better. They are hiring FEP Customer Service Representatives to ensure first call resolution for members and providers, providing inbound and outbound customer service support.

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 in recorded screen settings
• Experience in high volume metrics and audited work