Customer Service Representative II

Premera Blue Cross

. Provide inbound and outbound phone-based customer service .

Posted 10/5/2026full-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 PPI and HIPAA standards. Proficient in utilizing technology and software to enhance service delivery and meet performance metrics.

Highest-signal resume keywords

Customer Service ExperienceConflict ResolutionHIPAA ComplianceMicrosoft Office SuiteHigh-Volume Call Center Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer ServiceClaims ProcessingPPI HandlingCall ResolutionScreen NavigationPerformance MetricsDocumentationResearch SkillsCall Center OperationsKeyboarding

Soft Skills

EmpathyAdaptabilityEffective CommunicationConstructive Feedback AcceptanceConflict De-escalation

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 appropriate departments
Conduct routine research as needed, including claims-status research
Follow up on pended items and route incoming paperwork to correct departments
Handle highly sensitive information while maintaining PPI requirements
Serve Premera members and providers, including doctors, facilities, and vendors, across multiple geographic locations
Meet performance goals, quality metrics, and attendance expectations
Use ALICE, Premera’s AI-powered virtual agent, to access procedures and guidance
Perform other duties as assigned

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
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 with high-volume inbound/outbound call centers
Experience with recorded screen settings
Experience with high-volume metrics and audited work
Ability to keyboard and communicate clearly and understandably
Ability to handle Personal Protected Information (PPI) requirements and HIPAA-related practices

Benefits

Comp & perks

Twelve weeks of paid virtual training
Work from home, full time (40-hour week)
One-time pre-tax allotment of $500 towards home office furniture after successful graduation of the 12-week training class
Employer matched 401k
Pension equity plan
Healthcare benefits starting day one
Generous PTO policy
8 paid days off per year plus two floating holidays
Tuition assistance for undergraduate and graduate level 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
Pension plan vested after 3 years of service
Wellness incentives, counseling services, stress management programs, and mindfulness programs
Employee recognition program
Commuter perks
Free convenient on-site parking
Subsidized on-campus cafes
On-site health and wellness activities
Fitness and well-being center with workouts and nutritional counseling
On-site shuffleboard and ping pong