FEP Customer Service Representative

About the Role and Company

Join Premera Blue Cross, a company dedicated to enhancing healthcare by providing exceptional service to its customers. Premera fosters an empowering environment where employees are encouraged to grow, innovate, and lead purposefully. Recognized nationally for its workplace culture, Premera values collaboration, continuous development, and meaningful impact on customers' lives. The FEP Customer Service Representative position is vital in delivering first call resolution support to members and providers in multiple states, including parts of the Northwest, Midwest, South, and Southwest regions of the United States.

Job Functions and Responsibilities

• Manage inbound and outbound customer service communications to ensure accurate, complete, and timely information exchange resulting in first call resolution.
• Conduct research on claims status and routine inquiries while appropriately escalating issues when necessary.
• Document all member and provider interactions thoroughly and follow up on outstanding items promptly.
• Route incoming paperwork and inquiries to the correct departments for action.
• Maintain confidentiality and comply with Personal Protected Information (PPI) regulations and HIPAA requirements.
• Demonstrate consistent attendance, meet performance goals and metrics, and perform additional duties as assigned.

Working Conditions and Schedule

• Full-time, on-site role with a consistent Monday to Friday, 8-hour shift schedule between 5 a.m. and 8 p.m. Pacific Time.
• Complete a mandatory, fully paid 12-week virtual training program with 100% attendance required.
• Upon successful training completion, receive a one-time pre-tax stipend of $500 for home office furniture setup.

Qualifications and Experience

• High school diploma or GED is required.
• Minimum of two years of relevant customer service experience including roles in healthcare, insurance, claims processing, or high-volume call centers.
• Ability to defuse conflicts empathetically and address customer concerns respectfully.
• Proficiency with Microsoft Office Suite or similar software platforms, including the ability to navigate multiple screens simultaneously while managing live calls.
• Adaptability to feedback and strong communication skills tailored to broad audiences.
• Two years of college coursework or three years of customer service work experience.

Benefits and Perks

• Comprehensive healthcare benefits effective from the first day of employment, including medical, dental, and vision coverage with low premiums.
• Employer-matched 401(k) plan and pension equity plan vested after three years of service.
• Generous paid time off policies including eight paid days off per year plus two floating holidays.
• Tuition assistance programs available for undergraduate and graduate studies.
• Employee recognition program (RISE) to celebrate and reward contributions.
• Additional perks for on-site employees, such as free parking, subsidized cafes, wellness programs, and fitness centers.

Physical Requirements

This primarily sedentary position requires exerting up to 10 pounds of force occasionally and frequent or constant negligible force to lift, carry, push, or pull objects. Clear verbal communication is essential both in person and over the phone.

Equal Opportunity

Premera is committed to equal employment opportunity and affirmative action, valuing diversity and inclusion. Accommodations are available during the application process.

Compensation Details

The annual salary range for this position is $38,500 to $57,800, with compensation varying based on location, skills, and experience. Salary discussions occur during the interview process to ensure transparency and fairness.