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Aquent Logo Aquent · Call Center

Call Center Agent

United States, Franklin 14.77 - 16.40 USD / Hour · Job Posted April 23, 2026
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Job Description

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.

Job Responsibility

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

Requirements

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

What we offer

  • Subsidized health, vision, and dental plans
  • Paid sick leave
  • Retirement plans with a match
  • Free online training through Aquent Gymnasium
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