Client Services Specialist II Agent Services Call Center

Client Services Specialist II Agent Services Call Center#26-13362 Up to $16.78 per hour Franklin, TN All On-site Job Description Our Client, a Retail Pharmacy company, is looking for a Client Services Specialist II Agent Services Call Center for their Franklin, TN/Hybrid location.

Responsibilities:

Prior authorizations and appeals processing. Ability to work in a fast paced environment, handling both inbound and outbound calls. Must be organized, detail-oriented and able to document cases clearly and accurately in accordance with the program guidelines. Good communication skills are essential, both internal and external. Knowledge of Medicare benefits, enrollments and LIS assistance. Plans and organizes work assignments, set priorities and completes work with a minimum of supervision. Adheres to the service policy and principles of the company, as well as the program guidelines set by the department. Participates in cross-training to perform all roles within the department. Communicates effectively and professionally with our program partners to assure the best possible service for our patients and partners. Other duties as assigned. Possesses knowledge all client health products available to the senior market. Gives guidance with sales inquiries. Manages various software applications while taking calls when needed and documents processes effectively. Cultivates positive and successful relationship with field sales force/broker/consultant community/customer teams. Navigates and instructs the customer on how to use agent support website. Completes sales orders and requests for materials. Trains and mentor other employees if needed. Assist Supervisor and Manager with providing support to the team. Consults cross-functionally with other departments to influence and promote change, to continually deliver quality service to both internal and external customers. Anticipates agent's needs and educates agent on various elements of information and available services created to enhance the overall customer service experience with the company (i.e., assistance with agent self-service tools). May provide technical or subject matter expertise concerning policies, procedures, and function-related applications/systems tools. Documents and tracks all contacts, events, and outcomes with clients using appropriate systems and processes.

Requirements:

Prescription Drug Reimbursement & Insurance Knowledge This includes:

• Ability to explain benefit structures to agents or customers This is the core of the role — without it, they will struggle immediately. Strong Communication & Customer Service Skills They must be able to:
• Handle inbound/outbound calls professionally
• Document clearly and accurately
• Communicate with agents, internal teams, manufacturers, and patients
• Deliver guidance, education, and problem-solving This is a highly interactive, support‑heavy position. Multi‑Tasking, Organization & Systems Navigation This includes:
• Handling multiple cases and systems at once
• Documenting case notes consistently
• Managing multiple software tools
• Staying detail‑oriented in a fast‑paced environment Without strong organizational skills, candidates won't succeed.

Preferred Qualifications:

Customer Service 1-3 Years of Experiences Strong Analytical Skills Basic computer skills Insurance Knowledge

• Plus Critical Thinking Multi-Tasking Written and verbal communication are necessary skills.

Essential Qualifications:

Ability to read and comprehend simple instructions, short correspondence, and memos. Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization Working knowledge of problem solving and decision-making skills

Education:

High School Diploma required; associate's degree preferred. ICONMA is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to any status protected by applicable law.