Job description
Join Our Team: Do Meaningful Work and Improve People’s Lives
Our purpose, to improve customers’ lives by making healthcare work better, is far from ordinary. And so are our employees. Working at Premera means you have the opportunity to drive real change by transforming healthcare.
To better serve our customers, we’re creating a culture that promotes employee growth, collaborative innovation, and inspired leadership.
Forbes ranked Premera among America’s 2022 Best Midsize Employers
because we are committed to creating an environment where employees can do their best work and where best-in-class talent comes, stays, and thrives!
COVID-19 Vaccination Policy:
To learn more about our COVID-19 vaccination and accommodation requirements, please visit our Careers landing page.
As a Senior Behavioral Health Service Representative, you will be responsible for supporting the Matchmaker program’s operational duties. You will receive inquiries (via Customer Service Representatives or an online tool) for members who are seeking behavioral health care. Each request requires online research and daily outreach to the provider community as well as using our tools and templates to track requests and return completed lists on time. You will provide recommendations on process improvements related to the program that will help improve customers’ lives and support the program’s scaling efforts. Additionally, you will conduct ad-hoc research as needed.
This will be a virtual/telecommuter position, working from home.
What you’ll do:
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Provide support to the Matchmaker program for incoming and outgoing requests to find an in-network behavioral health provider.
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Manage multiple lists, competing priorities and deadlines to ensure the customer receives information and resolution in a timely manner.
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Provide feedback to peers regarding the accuracy of outgoing correspondence. Provide Team Lead with monthly audit reports.
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Work with highly sensitive information while maintaining Personal Protected Information (PPI) requirements.
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Utilize Facets system to confirm member information and create results templates for select lines of business.
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Access and utilize reference materials, including online manuals, as required.
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Respond to inquiries from providers and maintain excellent customer relations with internal and external contacts.
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Identify system problems or procedure gaps and work with Team Lead to update standard work guidelines. Provide notification to stakeholders of any changes.
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Must possess the ability to operate successfully in an ambiguous environment that requires a high degree of agility, dependability, and independence.
What you’ll bring:
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High School Diploma or GED. (Required)
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(3) years of healthcare or customer service experience. (Required)
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(2) years of college level courses or equivalent experience preferred.
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Phone related customer service experience.
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Healthcare, benefits, call center, claims processing or Facets experience.
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Knowledge of medical, pharmacy, and Blue Cross Blue Shield Association guidelines and policies.
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Comfortable with the technology needed to work remotely.
#LI-REMOTE
What we offer
- Medical, vision and dental coverage
- Life and disability insurance
- Retirement programs (401K employer match and pension plan)
- Wellness incentives, onsite services, a discount program and more
- Tuition assistance for undergraduate and graduate degrees
- Generous Paid Time Off to reenergize
- Free parking
Equal employment opportunity/affirmative action:
Premera is an equal opportunity/affirmative action employer. Premera seeks to attract and retain the most qualified individuals without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, gender or gender identity, sexual orientation, genetic information or any other protected characteristic under applicable law.
If you need an accommodation to apply online for positions at Premera, please contact Premera Human Resources via email at careers@premera.com or via phone at 425-918-4785.
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