CSR - Customer Support Representative - Franklin, TN

Overview

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, sets 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.

Physical Demands:
May sit, stand, stoop, bend and walk intermittently during the day. May sit or stand seven (7) to ten (10) hours per day. May be necessary to work extended hours as needed. Finger dexterity to operate office equipment required. May need to lift up to twenty-five (25) pounds on occasion. Visual acuity to see and read fine prints. Specific vision abilities required by this role include close vision, color vision and the ability to adjust focus.

Must be able to hear normal voice sounds. The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this role. Work Environment:
Work in a climate‑controlled, smoke‑free internal environment.

Safety Sensitive

Location:

Onsite @ Franklin-1021 Reams Fleming (Office) (TN3004)

Onsite: must be onsite 3 days a week - flexible on which days

Schedule:

Mon-Fri 8:00-5:00 PM CT

• Prescription Drug Reimbursement & Insurance Knowledge
• Strong Communication & Customer Service Skills
• Multi Tasking, Organization & Systems Navigation

This Includes:

• Ability to explain benefit structures to agents or customers

This Is the core of the role - without it, they will struggle immediately.

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.

• 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.