Call Center Agent

Aquent is seeking a highly organized Insurance Support & Benefits Specialist to join our healthcare client's team in Franklin, TN. In this role, you will act as a primary resource for insurance agents and customers, navigating complex inquiries regarding Medicare benefits, prior authorizations, and appeals. This is a high-volume, support-heavy position that requires a mix of technical insurance knowledge, exceptional customer service, and the ability to navigate multiple software systems simultaneously.

• Benefit Consultation: Provide expert guidance on healthcare product structures, including Medicare benefits, enrollments, and Low-Income Subsidy (LIS) assistance.
• Prior Authorizations & Appeals: Process and document cases related to prior authorizations and insurance appeals with high accuracy and adherence to program guidelines.
• Case Management: Manage both inbound and outbound calls professionally, educating agents and customers on self-service tools and program elements.
• Technical Documentation: Maintain meticulous records of all contacts, events, and outcomes using internal CRM and case management systems.
• Cross-Functional Collaboration: Consult with internal teams and external program partners to solve problems and enhance the overall service experience.
• Agent Support: Navigate and instruct users on agent support websites, complete sales orders, and fulfill requests for marketing materials.

1. Prescription Drug & Insurance Knowledge: Deep understanding of benefit structures (Medicare Parts A/B/C/D, PBM, and Commercial insurance) to provide accurate guidance.
2. Professional Communication: Ability to handle sensitive inbound/outbound calls and deliver clear, education-based solutions to agents and patients.
3. Systems Navigation & Multi-Tasking: Proficiency in managing multiple software tools and documenting complex case notes in a fast-paced environment.

• Education: High School Diploma or GED required (Associate's degree preferred).
• Experience: 1-3 years of professional customer service experience, ideally within the insurance or healthcare industry.
• Technical Skills: Basic computer proficiency (MS Office) and the ability to learn complex case management software quickly.
• Soft Skills: Strong analytical thinking, problem-solving abilities, and the capacity to work with minimal supervision.

The target hiring compensation range for this role is $14.77 to $16.40 an hour. Compensation is based on several factors including, but not limited to education, relevant work experience, relevant certifications, and location.

About Aquent Talent:

Aquent Talent connects the best talent in marketing, creative, and design with the world's biggest brands.

Our eligible talent get access to amazing benefits like subsidized health, vision, and dental plans, paid sick leave, and retirement plans with a match. We also offer free online training through Aquent Gymnasium. More information on our awesome benefits!

Aquent is an equal-opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. We're about creating an inclusive environment-one where different backgrounds, experiences, and perspectives are valued, and everyone can contribute, grow their careers, and thrive.

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