Agent Services Specialist - Franklin, TN {167039}

A-Line Staffing is now hiring a Agent Services Specialist in Franklin, TN. The Specialist will be working for a Fortune 500 company and has career growth potential. This would be full time / 40+ hours per week .

• Onsite position in Franklin, TN (must be onsite 3 days per week , flexible on which days)

• Fast-paced call center environment with inbound and outbound calls

• Extended hours may be required as business needs dictate

If you are interested in this position, please apply directly to this job posting or email your resume and job number to

Compensation

• The pay for this position is $16.79 per hour

• Benefits are available to full-time employees after 90 days of employment

• A 401(k) with a company match is available for full-time employees with 1 year of service on our eligibility dates

• This position is a 6 month contract assignment with potential to hire on permanently based upon attendance, performance, and business needs

• Schedule: Monday – Friday, 8:00 AM – 5:00 PM CT

• Work Model: Hybrid ( Onsite 3 days per week minimum)

• Location: Franklin, TN

Client Services Specialists are the frontline support for agents and internal partners, handling non-routine inquiries related to Medicare products, prescription drug benefits, prior authorizations, and appeals. This role requires strong insurance knowledge, excellent communication skills, and the ability to manage multiple systems and cases simultaneously in a fast-paced call center environment.

• Process prior authorizations and appeals

• Handle inbound and outbound calls professionally and efficiently

• Clearly and accurately document all cases in accordance with program guidelines

• Communicate effectively with agents, internal teams, manufacturers, and program partners

• Explain benefit structures and provide guidance related to Medicare products

• Navigate and support agent tools and websites

• Document and track all contacts, events, and outcomes using case management systems

• Manage multiple software applications while handling calls

• Support sales inquiries and complete sales orders or material requests

• Participate in cross-training to support all departmental roles

• Train and mentor other team members as needed

• Collaborate cross-functionally to promote quality and continuous improvement

• Adhere to company service policies, safety standards, and program guidelines

• Perform other duties as assigned

Skills Preferred:

1. Prescription Drug Reimbursement & Insurance Knowledge

   • Experience explaining benefit structures

   • Medicare (Parts A/B/C/D), PBM, LIS knowledge strongly preferred

2. Strong Communication & Customer Service Skills

   • Professional phone presence (inbound/outbound)

   • Clear, accurate documentation

   • Ability to educate, guide, and problem-solve

3. Multi-Tasking, Organization & Systems Navigation

   • Manage multiple cases simultaneously

   • Navigate multiple systems and software tools

   • Maintain accuracy in a high-volume environment

Education

• Required: High School Diploma or GED

• Preferred: Associate’s Degree

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