Customer Support

About the role

This role provides front-line support to healthcare providers by answering incoming calls, resolving questions related to eligibility, benefits, and medical claims, and delivering accurate, timely information. The position requires a customer-focused professional who can navigate multiple systems, manage competing priorities, and maintain detailed documentation while contributing to a positive, team-oriented environment.

Responsibilities

• Answer incoming calls from healthcare providers in a professional, friendly, and helpful manner.
• Research and respond to questions regarding eligibility, benefits, claims processing, payments, and coordination of benefits (COB).
• Handle difficult or escalated calls with patience, empathy, and professionalism.
• Listen carefully to callers, identify their needs, and provide accurate information and practical solutions.
• Document all relevant information accurately and maintain detailed, up-to-date records in the appropriate systems.
• Navigate multiple computer systems and applications while assisting callers and managing competing priorities.
• Perform additional administrative and office support tasks as needed to support the team and business operations.
• Collaborate with team members to ensure outstanding service, efficient problem resolution, and consistent process adherence.
• Maintain confidentiality and handle sensitive information appropriately and in accordance with company policies.
• Demonstrate a strong customer service mindset and contribute to a positive workplace culture.

Requirements

• 1+ year of clerical experience in a professional office, call center, or related environment.
• Customer service experience, preferably in a customer service call center setting.
• Experience with medical claims processing, medical billing and coding, or insurance-related work.
• Knowledge of claims adjudication and medical claim workflows.
• Familiarity with medical billing forms and standards such as CMS-1500.
• Understanding of CPT, HCPCS, ICD-10, and CMS guidelines (or the ability to learn these quickly).
• Exceptional customer service and verbal communication skills.
• Strong telephone skills and a genuine desire to help others.
• Ability to remain calm, professional, and positive during difficult or emotionally charged conversations.
• Ability to learn new systems, processes, and industry terminology quickly.
• Proficiency with or ability to quickly learn Microsoft Outlook, Word, Excel, and Teams.
• Strong attention to detail and organizational skills.
• Ability to multitask and prioritize work in a fast-paced environment.
• Ability to type efficiently and accurately while speaking with callers.
• Team-oriented mindset with a willingness to support coworkers and collaborate.
• Self-motivated, dependable, and accountable in completing assigned tasks and meeting performance expectations.
• Positive attitude and eagerness to learn and develop new skills.

Additional Skills & Qualifications

• Experience in medical billing, insurance, or healthcare administration.
• Exposure to or experience with health insurance plans and benefits eligibility.
• Prior work with Premera or similar health insurance carriers is beneficial.
• Experience with coordination of benefits (COB) processes.
• Comfort working with multiple systems and databases simultaneously.
• Interest in growing into roles in Claims, Eligibility, Pension, Project Management, or other related areas.
• Demonstrated ability to adapt to process changes and business growth.
• Strong interpersonal skills and the ability to contribute to a positive, supportive team culture.

Work Environment

This is a full-time, onsite role with core hours from 8:00 a.m. to 5:00 p.m., with the benefit of leaving at 4:00 p.m. on Fridays. The environment is a professional office setting with a strong emphasis on teamwork, collaboration, and continuous learning. You will use multiple computer systems and common office productivity tools such as Microsoft Outlook, Word, Excel, and Teams throughout the day.

Pay and Benefits

The pay range for this position is $20.00 - $21.40/hr. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to specific elections, plan, or program terms. If eligible, the benefits available for this temporary role may include: Medical, dental & vision, Critical Illness, Accident, and Hospital, 401(k) Retirement Plan, Life Insurance, Short and long-term disability, Health Spending Account (HSA), Transportation benefits, Employee Assistance Program, and Time Off/Leave (PTO, Vacation or Sick Leave).

Schedule

This is a fully onsite position in Spokane, WA, with a contract to hire arrangement.