Customer Service

LifeWise Health Plan of Oregon is a member of a family of companies with operations in Portland and Bend, Oregon; Mountlake Terrace and Spokane, Washington; Anchorage, Alaska; and Scottsdale and Tucson, Arizona. LifeWise and its affiliates employ about 3,300 people and provide health-care coverage and related services to 1.7 million members and their families.

Applying innovation and strategy to create leading-edge health coverage and benefit solutions for our members.

LifeWise culture promotes individual development, fosters innovation, and rewards success. We are creative, strategic thinkers who use our talents to fulfill our mission of creating peace of mind for our members. If you would like to apply your skills and experience to create health-care solutions, consider the following position:

Job Summary:
Actively participates in new hire training program and meets development milestones. Provides outstanding customer service support through communicating accurate information and thorough documentation of all conversations. Answers incoming inquires from all customers. Provides accurate, complete and timely information pertaining to member policies and coverage. Conducts research to provide claims status. Investigates routine requests and escalates all call issues as required. Follows up with all inquiries. Inquiries handled at this level are simple and routine, with direct guidance provided.

Demonstrates Premera’s Core Value of Customer Care: We anticipate, listen and respond to our customers’ needs.

Responsibilities:
1. Actively participate in new hire training program.
2. Develop core skills in preparation for taking customer service calls.
3. Meet minimum CSR performance requirements.
4. Demonstrate ability to work independently upon completion of training.
5. Accountable for phone based customer service in the course of providing first call and/or email resolution, as well as caller education, through clear and accurate exchange of information.
6. Multi-task and keyboard while researching, following-up, resolving and documenting issues of each call through efficient use of communication skills and navigating between multiple systems and tools.
7. Timely follow up on pended items and routes incoming paperwork to correct departments for completion.
8. Route claims to Claims department and Membership and Billing department as appropriate.
9. Understand medical terms and communicate standard medical terms to customers.
10. Work with highly sensitive information while maintaining Personal Protected Information (PPI) requirements.
11. Conduct routine research with understanding and knowledge of medical, pharmacy, and Blue Cross Blue Shield Association guidelines and policies.
12. Other duties as assigned.

Minimum Qualifications:
1. 2 years previous customer service experience serving customers and interacting with the public
2. PC skills to include the ability to navigate and keyboard through a variety of systems
3. Strong written and interpersonal communication skills with ability to articulate messages and information clearly and accurately
4. Demonstrated ability to work in a structured/regulated and fast paced environment with rigorous performance metrics
5. Must have the ability to multi-task, prioritize and organize work
6. Ability to work flexible work schedules when required

Additional Qualifications Preferred
1. 2 years of college level courses or equivalent experience
2. Phone related customer service experience
3. Healthcare, benefits, call center, claims processing or Facets experience
4. Ability to understand and communicate standard medical terms to customers