Call Center Agent

Overview

Please answer the questions during the application process to be considered

Our client, a leader in the healthcare support sector, is dedicated to enhancing patient access to essential medical services and improving overall health outcomes. They are committed to providing comprehensive support that simplifies complex healthcare processes for individuals and partners alike. By joining their team, you will play a crucial role in ensuring patients receive the vital assistance they need, directly contributing to a more accessible and efficient healthcare experience.

Are you ready to make a tangible difference in people’s lives by navigating the complexities of healthcare benefits and support? We are seeking a highly motivated and detail-oriented individual to join a dynamic team, where your expertise will directly impact patients’ ability to access critical prescription medications and services. This pivotal role involves providing essential guidance and support, ensuring seamless processes for prior authorizations and appeals, and serving as a key point of contact for patients and partners. Your ability to communicate clearly, manage multiple tasks, and provide compassionate assistance will be instrumental in delivering exceptional service and contributing to the well-being of countless individuals.

**Key Responsibilities:**

* Process prior authorizations and appeals with precision and efficiency, ensuring compliance with program guidelines.
* Manage a high volume of inbound and outbound calls, providing professional and empathetic support to patients, partners, and internal teams.
* Document all case interactions and information clearly, accurately, and consistently within designated systems.
* Communicate effectively with program partners, internal stakeholders, and patients to resolve inquiries and provide necessary information.
* Organize and prioritize work assignments to meet deadlines and maintain high service standards with minimal supervision.
* Actively participate in cross-training initiatives to perform various roles within the department, fostering a versatile and collaborative environment.
* Deliver guidance, education, and problem-solving solutions regarding prescription drug reimbursement and insurance benefits.
* Handle multiple cases and systems concurrently, demonstrating strong organizational skills in a fast-paced setting.

**Must-Have Qualifications:**

* Verifiable High School Diploma or GED.
* Demonstrated experience with prescription drug reimbursement and various insurance types, including commercial plans, government-sponsored programs, and specialized pharmacy benefits.
* Ability to clearly explain complex benefit structures to diverse audiences.
* Minimum of 2 years of phone-based customer service experience, including handling inbound and outbound calls, case support, and benefit-related inquiries.
* Proficiency in documenting cases clearly and accurately, with a strong attention to detail.
* Proven ability to manage multiple cases and tasks simultaneously while maintaining meticulous documentation.
* Experience using case documentation or benefit verification systems/software (e.g., CRM tools, case management platforms, payer portals).
* Exceptional communication skills, both verbal and written, for interacting with patients, internal teams, and program partners.
* Strong organizational skills and the ability to set priorities and complete work with minimal supervision.

**Nice-to-Have Qualifications:**

* Prior experience with appeals processing in a healthcare or pharmacy benefits setting.
* Familiarity with programs offering assistance for low-income individuals.

The target hiring compensation range for this role is $14.50 to $16.50 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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