Customer Service Representative

Role overview

Premera Blue Cross is hiring Customer Service Representatives to help improve the customer experience and support better healthcare outcomes. This role focuses on delivering clear, accurate, and timely help to members and providers while resolving issues on the first contact whenever possible.

The position is open to candidates based in Eastern Washington, Idaho, Oregon, Montana, Utah, Minnesota, Wisconsin, Tennessee, North Carolina, South Carolina, Georgia, Florida, Texas, and Arizona. Applicants with at least 12 months of customer service experience may use this opportunity to build a career in healthcare operations.

This is a telecommuter, full-time role with a 40-hour workweek.

What you will do

• Handle inbound and outbound customer service calls and support first-contact resolution by phone and email.
• Calm difficult conversations, explain information clearly, and help educate callers as needed.
• Research issues, resolve them promptly, document outcomes, and send complex matters to the right team for further review.
• Track pending items and send paperwork to the correct departments for processing.
• Work with highly sensitive data while following Personal Protected Information requirements.
• Maintain dependable attendance, steady performance, and quality metrics.
• Take on additional duties as assigned.

What we are looking for

• A high school diploma or GED is required.
• At least 2 years of customer service experience in a related field is required.
• Ability to handle conflict with empathy and professionalism.
• Recent experience using Microsoft Office Suite or similar tools, along with the ability to manage multiple screens and systems at the same time during live calls.
• Willingness to accept feedback, adjust work habits, and improve performance.
• Strong communication skills with the ability to adapt style for different audiences.
• Ability to work different shifts if required by a shift-bid process.
• Two years of college coursework or 3 years of customer service work experience.
• Background in healthcare, insurance, benefits, or claims processing is preferred.
• Experience working in high-volume call centers, recorded-screen environments, and audited, metric-driven roles is preferred.

Training and schedule

The role follows a fixed Monday-to-Friday schedule with an 8-hour shift between 5:00 a.m. and 8:00 p.m. Pacific Time. New hires must complete 12 weeks of paid virtual training, and full attendance is required.

Compensation and benefits

The annual salary range for this role is $38,500 to $57,800. Compensation depends on location, market conditions, and relevant skills and experience.

Benefits include employer-matched 401(k), a pension equity plan, healthcare coverage starting on day one, generous PTO, 8 paid days off each year, and 2 floating holidays.

Additional support includes tuition assistance for undergraduate and graduate classes, recognition through the RISE employee program, a one-time pre-tax $500 home-office furniture allowance after successful completion of training, and access to wellness and career-development resources.

Workplace and physical requirements

This role is primarily sedentary and requires the ability to lift, carry, push, pull, or move up to 10 lbs occasionally or a negligible amount frequently. The position also requires keyboard use and clear verbal communication in person and over the phone.

Equal opportunity and accommodations

Premera Blue Cross is committed to equal employment opportunity and affirmative action. Hiring decisions are made without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, gender identity, sexual orientation, genetic information, or other protected characteristics under applicable law.

If you need an accommodation to apply, you can contact Human Resources by email at careers@premera.com or by phone at 425-918-4785.

Additional notes

Employees receive access to an AI-powered virtual agent called ALICE for procedure and guidance support. The company also highlights career growth opportunities in operations, with many promotions coming from customer service roles.

The total rewards package includes medical, vision, and dental coverage with low employee premiums; voluntary benefits such as pet insurance; life and disability insurance; wellness incentives; mental well-being resources; commuter perks; free on-site parking for hybrid staff; subsidized campus cafes; on-site activities; and a fitness and well-being center with in-person and virtual options.

Hybrid employees may also benefit from on-campus flexibility, networking opportunities, and team engagement resources.

Premera also notes that it serves members, customers, and communities through its Healthsource blog.