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Job Title: Insurance Assistance Program (IAP)
Location: Nashville, TN – Hybrid
Job Type: Full-Time

The Administrative Support Specialist will support the Tennessee Department of Health (TDH) Ryan White Part B AIDS Drug Assistance Program (ADAP), including the Insurance Assistance Program (IAP) and HIV Drug Assistance Program (HDAP).

This role serves as a key liaison between Ryan White field case managers, TDH staff, healthcare providers, community partners, and program vendors. The position provides real-time technical assistance and customer support related to IAP enrollment, eligibility, renewals, insurance coverage, and participation.

The ideal candidate will have strong healthcare administration and customer service experience, excellent communication and problem-solving skills, and the ability to manage multiple cases while maintaining accuracy, confidentiality, and compliance with HIPAA and program requirements.

Program Support & Enrollment

• Serve as a primary point of contact for field case managers regarding IAP enrollment, eligibility, renewals, and participation.
• Provide guidance on program policies, procedures, documentation requirements, and enrollment processes.
• Troubleshoot enrollment barriers and resolve issues affecting insurance coverage and medication access.
• Communicate program updates, enrollment requirements, and procedural changes accurately and promptly.

Client & Case Management Support

• Collaborate with medical case managers throughout Tennessee to identify and resolve ADAP-related issues.
• Research client-specific concerns and coordinate appropriate resolutions.
• Help remove barriers to healthcare and medication access.
• Maintain a client-centered approach focused on continuity of care.
• Document client interactions, research, follow-up, and resolutions accurately.

Partner Collaboration & Issue Resolution

• Collaborate with TDH staff, vendors, healthcare providers, case managers, and other program partners.
• Coordinate and escalate complex cases requiring cross-functional or multi-agency involvement.
• Identify recurring issues, operational challenges, and trends affecting program services.
• Recommend process improvements to increase program efficiency and effectiveness.

Communication & Customer Service

• Handle a high volume of incoming and outgoing telephone calls and electronic communications.
• Provide professional, timely, and solution-focused customer service.
• Maintain consistent communication with case managers, healthcare professionals, TDH staff, vendors, and community partners.
• Track and document follow-up activities according to established procedures.

Quality & Operational Support

• Monitor workflows and assist with maintaining efficient program operations.
• Support quality assurance, data validation, and program monitoring activities.
• Identify opportunities to improve processes and service delivery.
• Participate in meetings, training sessions, and collaborative workgroups.

• Bachelor’s or Master’s degree in Health Administration, Public Health, Healthcare Management, or a closely related field.
• Minimum 4 years of front-facing customer service experience, preferably within healthcare, public health, health insurance, or healthcare administration.
• Experience working in a healthcare administration environment.
• Strong understanding of healthcare operations, processes, and client service delivery.
• Demonstrated ability to research issues, document client interactions, perform follow-up, and drive issues to resolution.
• Strong analytical and problem-solving skills.
• Ability to manage multiple priorities while maintaining accuracy and attention to detail.
• Excellent verbal and written communication skills.
• Strong organizational and time-management skills.
• Proficiency with Microsoft Office Suite.
• Experience working with databases, case management systems, or electronic information systems.
• Ability to maintain confidentiality and comply with HIPAA, Ryan White Program, and organizational requirements.
• Must be legally authorized to work in the United States.

• Experience with the Ryan White HIV/AIDS Program.
• Experience with AIDS Drug Assistance Programs (ADAP).
• Experience with health insurance enrollment or benefits coordination.
• Knowledge of HIV care systems and medication access programs.
• Experience providing technical assistance to case managers, healthcare providers, or public health organizations.
• Experience supporting state or federally funded healthcare programs.
• Public health or healthcare program administration experience.

Healthcare Administration | Customer Service | Case Management Support | Health Insurance | Enrollment & Eligibility | ADAP | Ryan White Program | Public Health | HIPAA | Client Support | Issue Resolution | Data Validation | Quality Assurance | Microsoft Office | Database Management | Communication | Problem Solving