Remote CSR II: Healthcare Customer Support

Premera Blue Cross; Bozeman (MT); Remote; USD 39,000 - 58,000; Full time

Benefits offered by this job

401K employer match

Tuition assistance

Commuter perks

Free convenient on-site parking

Job summary

Premera Blue Cross is seeking a Customer Service Representative II to support members and providers across multiple regions. This is a remote, full-time role with inbound and outbound calls, focusing on first call resolution and accurate information exchange.

You will complete 12-week virtual training, work from home with a consistent schedule, and gain healthcare industry knowledge, PPI/HIPAA practices, and opportunities for growth within Premera's recognition program.

Qualifications

• High School Diploma or GED. (Required)
• Two years of customer service experience in related fields (Required) 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.
• Call centers with high volume inbound/outbound calls.
• Recorded screen settings.
• High volume metrics and audited work.

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.

Skills

Customer service experience

Conflict de-escalation

Empathy

MS Office

Education

High School Diploma or GED

Two years of college coursework

Tools

Microsoft Office Suite

Job description

Premera Blue Cross is seeking a Customer Service Representative II to support members and providers across multiple regions. This is a remote, full-time role with inbound and outbound calls, focusing on first call resolution and accurate information exchange.

You will complete 12-week virtual training, work from home with a consistent schedule, and gain healthcare industry knowledge, PPI/HIPAA practices, and opportunities for growth within Premera's recognition program.