Premera Blue Cross · 4 hours ago
Individual Market Customer Service Manager
Mountlake Terrace WA
Full-time
Hybrid
Mid, Senior Level
$81K/yr - $138K/yr
5+ years expPremera Blue Cross is dedicated to improving customers' lives through better healthcare. They are seeking an Individual Market Customer Service Manager to drive operational excellence, inspire teams, and enhance customer experiences in a dynamic environment.
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Responsibilities
Manage assigned team including hiring, coaching/mentoring, supporting professional development, and providing appropriate and timely performance feedback to staff, both informally and during formal review processes
Identify, design, and implement appropriate solutions to staffing and succession planning, quality and workload problems in a timely and effective manner. Responsible for the day-to-day operation and strategic planning to consistently achieve monthly and annual performance measures
Anticipate the impact of the changing business environment on assigned work areas and adjust work assignments and processes as necessary. Use monthly forecasting and planning for multiple areas of responsibility. Decisions are made with a high level of independence
Manage assigned projects, meeting deadlines and assuring results meet the business needs of the organization
Responsible for resolving more difficult internal and client issues as they arise
Recommend budget requirements for assigned areas using forecasting and planning tools. Manage within approved budgets and requests exceptions as needed
Build effective working relationships with employees at multiple layers across the organization gaining insight into business requirements and influencing diverse and sometimes competing agendas to gain alignment
Design, implement and monitor procedures to ensure smooth, accurate and timely work flow within assigned groups and works collaboratively with others throughout Premera to implement cross-team and company-wide procedures and systems changes
Identify, design, and implement appropriate solutions to staffing, quality and work load problems in a timely and effective manner. Establish, monitor, and remediate when needed, performance metrics, including customer facing escalations and standards, and performance guarantees for specific lines of business or scorecard performance. This may require cross departmental collaboration
Develop strategic partnerships to ensure vendors are engaged with the business and contracts are managed ensuring service level agreements are achieved
This position may be the primary contact for government agencies, employer/group, and/or consultant
Perform other duties as assigned
As part of this role, you may be assigned internal controls derived from Premera’s internal controls framework. You will be accountable for understanding the controls assigned to you, their impacts on Premera, and to ensure that they are operating effectively
Qualification
Required
Bachelor's degree or four (4) years of work experience (Required)
Five (5) years of experience in a multi-functional operations environment, which must include three (3) years of management experience (Required)
Preferred
Bachelor's degree in business or related area strongly preferred
Familiarity with Premera products and systems
Four (4) years of management experience, with at least one in a health insurance setting
Experience with quality and production management tools and systems
Experience providing innovative solutions and recommendations
Experience in Individual market
Benefits
Medical, vision, and dental coverage with low employee premiums.
Voluntary benefit offerings, including pet insurance for paw parents.
Life and disability insurance.
Retirement programs, including a 401K employer match and, believe it or not, a pension plan that is vested after 3 years of service.
Wellness incentives with a wide range of mental well-being resources for you and your dependents, including counseling services, stress management programs, and mindfulness programs, just to name a few.
Generous paid time off to reenergize.
Looking for continuing education? We have tuition assistance for both undergraduate and graduate degrees.
Employee recognition program to celebrate anniversaries, team accomplishments, and more.
Commuter perks make your trip to work less impactful on the environment and your wallet.
Free convenient on-site parking.
Subsidized on-campus cafes make lunchtime connections with colleagues fun and affordable.
Participate in engaging on-site activities such as health and wellness events, coffee connects, disaster preparedness fairs and more.
Our complementary fitness & well-being center offers both in-person and virtual workouts and nutritional counseling.
Company
Premera Blue Cross
Premera is a leading health plan in the Pacific Northwest, providing comprehensive health benefits and tailored services.
1001-5000 employees
H1B Sponsorship
Premera Blue Cross has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (21)
2024 (29)
2023 (13)
2022 (25)
2021 (15)
2020 (5)
Funding
Current Stage
Late StageLeadership Team
Jeffrey Roe
President and Chief Executive Officer
Talha Ashraf
EVP and CFO
Recent News
2025-12-04
TechTarget
2025-10-31
Company data provided by crunchbase