Administrative Services Assistant

generis Tek•Nashville, TN

1d•Hybrid

About The Position

The IAP Support Specialist supports operational excellence for the Tennessee Department of Health Ryan White Part B AIDS Drug Assistance Program (ADAP), including the Insurance Assistance Program (IAP) and the internally managed HIV Drug Assistance Program (HDAP). The position helps improve the health and well-being of low-income Tennesseans living with HIV by supporting year-round, uninterrupted access to HIV medications for program enrollees. It serves as a liaison among Ryan White field case managers, Tennessee Department of Health partners, healthcare providers, and program vendors. The role provides real-time technical assistance and customer support for IAP enrollment and participation, helps resolve complex cases, identifies trends, and promotes consistent statewide program operations. This is a hybrid contract opportunity in Nashville, Tennessee, for an initial duration of four or more months. The listed pay rate is $23–$25 per hour.

Requirements

Eligibility to work in the United States.
Bachelor’s or master’s degree in Health Administration, Public Health, Healthcare Management, or a closely related field.
At least four years of front-facing customer service experience, preferably in healthcare, public health, health insurance, or health administration.
Experience in a health administration environment and demonstrated knowledge of healthcare operations, processes, and client service delivery.
Ability to thoroughly document client interactions, research issues, follow up appropriately, and resolve issues in a timely manner.
Strong problem-solving skills, including analyzing complex situations, identifying solutions, and coordinating resolution across multiple priorities.
Ability to maintain accuracy and attention to detail in a moderately paced environment while managing multiple tasks.
Ability to adapt quickly to changing procedures, priorities, and program requirements.
Excellent verbal and written communication skills and ability to communicate professionally with case managers, healthcare professionals, Tennessee Department of Health staff, vendors, and community partners.
Strong organizational and time-management skills.
Proficiency in Microsoft Office and experience using databases, case management systems, or other electronic information systems.
Ability to maintain confidentiality and comply with applicable HIPAA, Ryan White Program, and organizational requirements.

Nice To Haves

Experience supporting Ryan White HIV/AIDS Program services, AIDS Drug Assistance Programs (ADAP), health insurance enrollment, or benefits coordination.
Knowledge of HIV care systems, medication access programs, and healthcare coverage options.
Experience providing technical assistance and support to case managers, healthcare providers, or public health partners.
Experience working with state- or federally funded healthcare programs.

Responsibilities

Serve as the primary point of contact for Ryan White field case managers seeking assistance with IAP enrollment, eligibility, renewals, and participation.
Guide case managers on program policies, procedures, documentation requirements, and enrollment processes.
Troubleshoot enrollment barriers and resolve issues that could affect clients’ access to insurance coverage and HIV medications.
Communicate program updates, enrollment requirements, and procedural changes accurately and promptly.
Collaborate with medical case managers throughout Tennessee to identify and resolve issues affecting clients living with HIV/AIDS.
Support efforts to remove barriers to care and medication access for eligible clients.
Research and resolve client-specific concerns while following program guidelines and confidentiality requirements.
Work with Tennessee Department of Health partners, vendors, and managers to resolve operational and client-related issues.
Escalate and coordinate cases requiring multi-agency or cross-functional involvement.
Identify systematic issues, recurring challenges, and emerging trends affecting program operations or client outcomes.
Provide feedback and recommendations for process improvements.
Manage a high volume of incoming and outgoing telephone calls and electronic communications.
Maintain efficient, consistent communication with field case managers, TDH staff, healthcare providers, and program partners.
Provide professional, responsive, solution-focused customer service and document interactions, resolutions, and follow-up activities.
Monitor workflows and support operational excellence across the ADAP program.
Assist with quality assurance, data validation, and program monitoring activities.
Identify opportunities to improve processes, communication, and service delivery.
Participate in meetings, trainings, and collaborative workgroups supporting program goals and continuous improvement.