Customer Service Representative II

About the role

Premera Blue Cross is hiring a Customer Service Representative II to support members and providers through accurate, timely, and empathetic service. This position is focused on helping people get first-contact resolution while handling sensitive healthcare-related information with care and compliance.

The role is aligned with Premera’s mission to improve healthcare and support customers, members, and provider partners across multiple locations. It also contributes to a culture built around growth, collaboration, innovation, and continuous development.

This is a telecommuter role based in the United States, with hiring consideration for candidates located in Eastern Washington, Idaho, Oregon, Montana, Utah, Minnesota, Wisconsin, Tennessee, North Carolina, South Carolina, Georgia, Florida, Texas, and Arizona.

Work schedule and training

• Consistent weekday schedule, Monday through Friday.
• 8-hour shifts scheduled between 5:00 a.m. and 8:00 p.m. Pacific Time.
• Full-time workload of 40 hours per week.
• 12 weeks of paid virtual training with 100% attendance required.
• After successful completion of training, a one-time pre-tax home office furniture stipend of $500, minus taxes, is provided.

What you will do

• Handle phone-based inbound and outbound customer support while aiming for first-call and/or first-email resolution.
• Calm difficult conversations, provide education to callers, and share information clearly and accurately.
• Investigate, resolve, and document issues promptly.
• Send complex inquiries to the correct team for deeper review.
• Perform routine research to support claims status and related questions.
• Track and follow up on pending items and direct incoming paperwork to the proper department.
• Protect sensitive information and follow Personal Protected Information requirements.
• Meet performance expectations for quality, consistency, and attendance.
• Complete additional tasks as assigned.

Requirements and qualifications

• High school diploma or GED is required.
• At least 2 years of customer service experience in a related field is required.
• Ability to calm conflict and address concerns with empathy and professionalism.
• Recent experience using Microsoft Office Suite or similar tools.
• Comfort working across multiple screens and systems at the same time while supporting live calls.
• Ability to receive feedback, adjust work habits, and improve performance.
• Strong communication skills with the ability to adapt to different audiences.
• Willingness to work varied shifts if a shift-bid process applies.
• Two years of college coursework or 3 years of customer service work experience.
• Experience in healthcare, insurance, benefits, or claims processing is preferred.
• Background in high-volume inbound/outbound call centers is preferred.
• Experience with recorded screen settings and work subject to high-volume metrics and audits is preferred.

Skills you will use

Customer service, call handling, conflict de-escalation, claims support, healthcare operations, documentation, multitasking across systems, Microsoft Office, compliance awareness, communication, and time management.

Growth and learning

• Build knowledge of healthcare, insurance, and provider workflows by working with clinics, hospitals, skilled nursing facilities, and vendors.
• Develop compliance awareness, including HIPAA-related practices and handling of sensitive data.
• Use ALICE, Premera’s AI-powered virtual assistant, to access procedures and guidance.
• Explore advancement opportunities within operations, with customer service serving as a common pathway into other roles.

Benefits and rewards

• Medical, vision, and dental coverage with low employee premiums.
• Employer-matched 401(k) and pension equity plan.
• Healthcare benefits begin on day one.
• Generous paid time off, plus 8 paid days off each year and 2 floating holidays.
• Tuition assistance for undergraduate and graduate coursework.
• Employee recognition through the RISE program.
• Voluntary benefits, including pet insurance.
• Life and disability insurance.
• Wellness incentives and mental well-being resources for employees and dependents.
• Hybrid/on-campus conveniences referenced by the employer, including commuter perks, free parking, subsidized cafes, wellness events, fitness and well-being resources, and recreational activities.

Physical requirements

This role is mostly sedentary and may require occasional lifting, carrying, pushing, or pulling of up to 10 lbs. It also requires typing, clear verbal communication, and the ability to receive detailed information in person and by phone.

Equal opportunity and accommodation

Premera Blue Cross is an equal opportunity and affirmative action employer. Applicants are considered without discrimination based on race, color, religion, sex, national origin, age, disability, marital status, veteran status, gender identity or expression, sexual orientation, genetic information, or any other protected status under applicable law.

If you need help applying online, you may contact Premera Human Resources at careers@premera.com or 425-918-4785.

Compensation

The salary for this position is influenced by location, market conditions, and the candidate’s skills and experience. The national salary range for this role is $38,500 to $57,800, with compensation typically targeted around the midpoint of the band.