Customer Service Representative - Medicare

**Position Overview:** Provide excellent customer service primarily by telephone to all PacificSource customers. Assist customers with coverage/claims related questions. Accurately interpret benefits and policy provisions for all PacificSource products. Conduct appropriate research and follow-up for prompt resolution of disputed claims.*Join PacificSource and help our members access quality, affordable care!*

**PacificSource is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to status as a protected veteran or a qualified individual with a disability, or other protected status, such as race, religion, color, national origin, sex, sexual orientation, gender identity or age.**

**Diversity and Inclusion:** PacificSource values the diversity of the people we hire and serve. We are committed to creating a diverse environment and fostering a workplace in which individual differences are appreciated, respected and responded to in ways that fully develop and utilize each persons talents and strengths.

**Essential Responsibilities:**

* Work efficiently in a high volume call center while maintaining a professional, polite manner.

* Assist callers with coverage related questions; accurately interpret policy provisions for group and individual business.

* Analyze customers inquiries and determine steps for resolution, interpret benefit information, and claims processing accuracy. Keep resource information up to date and organized.

* Document calls in a clear and consistent manner in computer system.

* Conduct appropriate research and follow-up for prompt resolution of disputed claims.

* Relay information to appropriate departments and personnel using established communication channels and procedures.

**Supporting Responsibilities:**

* Meet department and company performance and attendance expectations.

* Follow the PacificSource privacy policy and HIPAA laws and regulations concerning confidentiality and security of protected health information.

* Perform other duties as assigned.

**Work Experience:** One year customer service, medical insurance, other healthcare related field or call center experience required.

**Education, Certificates, Licenses:** High School Diploma or equivalent required.

**Knowledge:** Understand insurance and medical terminology, coding and standard medical billing practices. Proficient computer skills, typing, and 10-key required. Medical terminology, CPT/ICD-10 coding preferred. Bilingual Spanish preferred.

**Competencies**

* Building Customer Loyalty

* Building Strategic Work Relationships

* Contributing to Team Success

* Planning and Organizing

* Continuous Improvement

* Adaptability

* Building Trust

* Work Standards

**Environment:** Work inside in a general office setting with ergonomically configured equipment. Travel is required approximately less than 5% of the time.

**Our Values**

We live and breathe our values. In fact, our culture is driven by these seven core values which guide us in how we do business:

* We are committed to doing the right thing.

* We are one team working toward a common goal.

* We are each responsible for customer service.

* We practice open communication at all levels of the company to foster individual, team and company growth.

* We actively participate in efforts to improve our many communities-internally and externally.

* We actively work to advance social justice, equity, diversity and inclusion in our workplace, the healthcare system and community.

* We encourage creativity, innovation, and the pursuit of excellence.

**Physical Requirements:** Stoop and bend. Sit and/or stand for extended periods of time while performing core job functions. Repetitive motions to include typing, sorting and filing. Light lifting and carrying of files and business materials. Ability to read and comprehend both written and spoken English. Communicate clearly and effectively.

**Disclaimer:** This job description indicates the general nature and level of work performed by employees within this position and is subject to change. It is not designed to contain or be interpreted as a comprehensive list of all duties, responsibilities, and qualifications required of employees assigned to this position. Employment remains AT-WILL at all times.

locationSpringfield, ORlocationSpringfield, ORlocationSpringfield, ORPacificSource is anything but a typical health insurance company. Founded in 1933, were an independent, not-for-profit organization that puts our members, and their communities firstacross Idaho, Oregon, Montana, and Washington.

It's our 1,600+ employees who make it happen: promoting health equity and partnering with providers to deliver better access to optimal, affordable care. *So yes*, with PacificSource, you get to do great things. In our effort to put members firstmore than 500,000 of theminitiative, commitment, and hard work are supported and rewarded with excellent benefits, competitive wages, and opportunities for personal growth and advancement.

**Benefits:** Medical, vision, and dental insurance, incentive program, paid time off and holidays, 401(k) plan, flexible telecommute policy, volunteer opportunities, tuition reimbursement and training, life insurance, and options such as a flexible spending account.

We love our common purpose. Empowerment, flexibility, and sharing success make for a great place to work. Heres what else we feel good about:

* A mission with a real sense of shared values

* Competitive wages and outstanding benefits, including telecommuting

* Opportunities for learning development and career advancement

* Organizational leadership style rooted in servant and transformational leadership

* A commitment to support the communities we serve

* A belief in the importance of work-life balance

PacificSource is an equal opportunity employer and a company that loves helping people. We work with our employees to understand their goals, and provide training, individual development, and career advancement opportunities to help them achieve just that. In the past nine months alone, we have had 210 internal promotions. That means 32% of our open positions have been sourced internally.