Remote Customer Service Team Lead

Workforce Classification:

Telecommuter

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.

Premera is committed to being a workplace where people feel empowered to grow, innovate, and lead with purpose. By investing in our employees and fostering a culture of collaboration and continuous development, we’re able to better serve our customers. It’s this commitment that has earned us recognition as one of the best companies to work for. Learn more about our recent awards and recognitions as a greatest workplace.

Learn how Premera supports our members, customers and the communities that we serve through our Healthsource blog: https://healthsource.premera.com/.

At Premera, our purpose is rooted in improving customers’ lives by making healthcare work better. As a Customer Service Team Lead, you will play a meaningful role in bringing that purpose to life by guiding a team that directly supports the experience of our members and customers. In this role, your leadership helps ensure service is timely, accurate, and compassionate—especially in the moments when people rely on us for clarity, support, and confidence in their healthcare journey. This is an opportunity to lead through change, strengthen operational performance, and make a lasting impact on both the team you support and the members we serve.

The Team Lead role oversees the workload and performance of assigned staff to support company strategies and operational goals. Key responsibilities include leading the team through a fast-paced, ever-changing environment while monitoring and supporting individual and team performance. This role is also responsible for identifying and implementing effective solutions to problems as they arise.

What you will do:

• Ensure adequate staffing to meet the production and quality standards.
• Continuously improve team accuracy, workload capacity, and process efficiency.
• Manage and mentor staff; develop measurable departmental and individual goals that support the execution and success of company strategies and guides staff on their individual development plans. Conduct performance evaluations, create performance improvement plans, and recommend merit and promotional increases.
• Ensure the completion of appropriate Premera training programs to develop employee knowledge and skills. Recommend and arrange additional training when appropriate.
• Manage efficient workflow processes and procedures by maintaining understanding of current workforce management technologies. Monitor service indicators and internal /external customer feedback to design, recommend and implement operational and systems changes.
• Analyze and recommend solutions involving systems performance, audits, cost efficiencies, workflow measures, and service trends. Proactively anticipate the impact of the changing business environment on assigned work areas and adjust work assignments and processes as necessary.
• Develop and prepare tools, matrices, action plans, procedural manuals, regular and ad-hoc reports to clearly communicate progress on recommendations.
• Serve as a resource for and collaborates with cross-functional teams to evaluate and ensure workflow issues are addressed by establishing protocols and developing action plans. Build and maintain cross-functional business relationships across the organization. Lead work teams designed to identify and implement process improvements through LEAN methodologies. Evaluate and provide recommendations to leaders for process improvements based on observations of trends, progress, and obstacles.
• Suggest strategies and develop tactical plans that support the overall long-term vision of the department. Serve as an escalation point for direction and strategy for resolution of highly visible complaints and issues.
• 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.
• 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.
• Perform other duties as assigned.

What you will bring:

• Bachelor's degree or four (4) years of experience (Required).
• Three (3) years of experience in a management/leadership role (Required).
• Three (3) years of experience in an operations environment (Required).

• Familiarity with Premera products and systems.
• Experience with Premera's technical training or procedures programs.
• Experience with quality and production management tools and systems.
• Specialized or technological knowledge/skill of auditing and systems.
• Experience leading virtual employees.

What you will gain:

People Leadership and Coaching

You will have the opportunity to strengthen your ability to lead, mentor, and develop others. You will continue building the confidence and experience needed to guide performance, support employee growth, and prepare for broader leadership opportunities.

Operational Decision-Making –

By working in a fast-paced environment with changing priorities, this role can help you sharpen your ability to assess service needs, make timely decisions, and balance quality, efficiency, and member experience.

Process Improvement and Change Leadership

This role provides hands-on experience identifying workflow challenges, recommending solutions, and helping teams adapt to new or improved processes—skills that are valuable for anyone interested in advancing into operational strategy or continuous improvement work.

Cross-Functional Collaboration

In this role you will continue developing the ability to partner across teams, influence without always having direct authority, and build strong working relationships that support shared business goals.

Member-Centered Problem Solving

Since the team’s work directly affects the member and customer experience, this role helps you grow in connecting day-to-day operational decisions to real member impact, strengthening your ability to lead with both business results and purpose in mind.

Premera total rewards

Our comprehensive total rewards package provides support, resources, and opportunities to help employees thrive and grow. Our total rewards are more than a collection of perks, they're a reflection of our commitment to your health and well-being. We offer a broad array of rewards including physical, financial, emotional, and community benefits, including:

• 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.

For our hybrid employees, our on-campus model provides flexibility to create your own routine with access to on-site resources, networking opportunities, and team engagement.

• 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.
• Need a brain break? Challenge someone to a game of shuffleboard or ping pong while on campus.

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 [email protected] or via phone at 425-918-4785.

Premera is hiring in the following states, with some limitations based on role or city: Alaska, Arizona, Arkansas, California, Colorado, Florida, Georgia, Idaho, Iowa, Kansas, Kentucky, Maine, Michigan, Minnesota, Missouri, Montana, Nevada, New Hampshire, New Mexico, North Carolina, Oklahoma, Oregon, South Carolina, South Dakota, Tennessee, Texas, Utah, Washington, Wisconsin.

The pay for this role will vary based on a range of factors including, but not limited to, a candidate’s geographic location, market conditions, and specific skills and experience.

The salary range for this role is posted below; we generally target up to and around the midpoint of the range.

National Salary Range:

$80,200.00 - $103,700.00

National Plus Salary Range:

$80,200.00 - $118,300.00

*National Plus salary range is used in higher cost of labor markets including Western Washington and Alaska.

We’re happy to discuss compensation further during the interview because we believe that open communication leads to better outcomes for all. We’re committed to creating an environment where all employees are celebrated for their unique skills and contributions.