Customer Service Representative

Premera Blue Cross

. Provide inbound and outbound phone-based customer service .

Posted 9/23/2026full-timeRemote • United StatesJuniorMid-Level💰 $38,500 - $57,800 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong customer service skills with a focus on conflict resolution, effective communication, and the ability to handle sensitive information in compliance with HIPAA regulations. Proficient in utilizing technology and software to support high-volume call environments and meet performance metrics.

Highest-signal resume keywords

Customer Service ExperienceConflict ResolutionHIPAA ComplianceMicrosoft Office SuiteHigh-Volume Call Handling

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer ServiceClaims ProcessingCall Center OperationsPPI HandlingScreen NavigationDocumentationResearch SkillsPerformance MetricsEmail ResolutionTelephone Communication

Soft Skills

EmpathyAdaptabilityEffective CommunicationConstructive Feedback AcceptanceRespectful Interaction

Tools & Technologies

ALICEMicrosoft Office SuiteCall Center SoftwareScreen Recording Tools

Certifications & Qualifications

High School DiplomaGED

Industry Keywords

HealthcareInsuranceBenefitsClaims ProcessingPPI Requirements

About the role

Key responsibilities & impact

Provide inbound and outbound phone-based customer service
Provide first-call and/or email resolution and de-escalate calls
Educate callers through clear and accurate information exchange
Follow up on, resolve, and document issues in a timely manner
Route inquiries requiring further investigation to the appropriate department
Conduct routine research, including claims-status research
Follow up on pended items
Route incoming paperwork to the correct departments
Handle highly sensitive information while maintaining PPI requirements
Meet performance goals, metrics, reliable behavior, and attendance expectations
Serve Premera members and providers, including doctors, facilities, and vendors across multiple geographic locations
Use ALICE, Premera’s AI-powered virtual agent, to access procedures and guidance

Requirements

What you’ll need

High School Diploma or GED (Required)
Two years of customer service experience in related fields (Required)
Ability to defuse conflict and address customer concerns effectively with empathy and respect
Recent experience with Microsoft Office Suite or equivalent software platforms
Proficiency navigating multiple screens and systems simultaneously while providing live call support
Ability to accept constructive feedback, adapt work practices, and implement performance improvements
Ability to adapt communication style to broad audiences
Ability to work a variety of shifts based on quality metrics, if shift bid applies
Two years of college coursework or three years of work experience in customer service
Experience in healthcare, insurance, benefits, and/or claims processing industries
Experience handling high-volume inbound/outbound calls in call centers
Experience with recorded screen settings
Experience working with high-volume metrics and audited work
Ability to keyboard and communicate clearly and understandably by telephone
Ability to handle Personal Protected Information (PPI) and follow HIPAA-related practices

Benefits

Comp & perks

Twelve weeks of paid virtual training
One-time pre-tax $500 allotment toward home office furniture after successful completion of training
Employer-matched 401(k)
Pension equity plan
Healthcare benefits starting day one
Generous paid time off
8 paid days off per year plus two floating holidays
Tuition assistance for undergraduate and graduate classes
RISE employee recognition program with redeemable rewards
Medical, vision, and dental coverage with low employee premiums
Voluntary benefits including pet insurance
Life and disability insurance
Wellness incentives and mental well-being resources, including counseling, stress management, and mindfulness programs
Employee recognition program
Commuter perks
Free on-site parking
Subsidized on-campus cafes
On-site health and wellness activities
Fitness and well-being center with in-person and virtual workouts and nutritional counseling