Administrative Assistant/Insurance Assistance specialist

STI • Nashville, TN

7d

About The Position

The IAP Support Specialist supports operational excellence for the Tennessee Department of Health Ryan White Part B AIDS Drug Assistance Program, which includes the Insurance Assistance Program (IAP) and HIV Drug Assistance Program (HDAP). The position aims to help low-income Tennesseans living with HIV maintain year-round, uninterrupted access to HIV medications. HDAP is managed internally by the Tennessee Department of Health, while IAP is administered through a third-party vendor.

The specialist 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 and identify recurring issues, and supports consistent, efficient program operations statewide.

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, conduct appropriate follow-up, and resolve issues in a timely manner.
• Strong problem-solving skills, including the ability to analyze complex situations, identify solutions, and coordinate resolution among multiple priorities.
• Ability to maintain accuracy and attention to detail while working in a moderately paced environment and managing multiple tasks.
• Ability to adapt quickly to changing procedures, priorities, and program requirements.
• Excellent verbal and written communication skills for professional interaction with case managers, healthcare professionals, Tennessee Department of Health staff, vendors, and community partners.
• Strong organizational and time-management skills.
• Proficiency with Microsoft Office applications 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, 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 contact for Ryan White field case managers seeking real-time assistance with IAP enrollment, eligibility, renewals, and participation.
• Explain program policies, procedures, documentation requirements, and enrollment processes.
• Troubleshoot enrollment barriers and resolve issues that may 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 HIV/AIDS clients.
• Help remove barriers to care and medication access for eligible clients.
• Research and resolve client-specific concerns while following program guidelines and confidentiality requirements.
• Promote a client-centered approach focused on continuity of care and access to treatment.
• 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, Tennessee Department of Health staff, healthcare providers, and program partners.
• Provide professional, responsive, solution-focused customer service.
• Document interactions, resolutions, and follow-up activities according to established procedures.
• 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.

What This Job Offers

• Job Type: Full-time