Insurance Assistance Program (IAP) Support Specialist - Hybrid Nashville, TN

Novalink Solutions LLC•Nashville, TN

4d•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, which includes the Insurance Assistance Program (IAP) and the HIV Drug Assistance Program (HDAP). The role focuses on improving health and well-being for low-income Tennesseans living with HIV by helping ensure year-round, uninterrupted access to HIV medications. The specialist acts as a liaison among Ryan White field case managers, TDH partners, healthcare providers, and program vendors to support enrollment, resolve issues, improve communications, and facilitate efficient program operations. The position provides real-time technical assistance and customer support concerning IAP enrollment and participation. It also helps identify trends, resolve complex cases, and promote consistent statewide program operations. The position is hybrid, based at 710 James Robertson Parkway in Nashville, with in-office work every Monday and as needed based on business and department needs. The schedule is Monday through Friday, 8:00 a.m. to 4:30 p.m., and the role reports to the IAP Manager.

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 with 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, coordinate resolutions across multiple priorities, and maintain accuracy and attention to detail.
Ability to work effectively in a moderately paced environment while managing multiple tasks accurately and attentively.
Ability to adapt quickly to changing procedures, priorities, and program requirements.
Excellent verbal and written communication skills, including professional communication with case managers, healthcare professionals, TDH staff, vendors, and community partners.
Strong organizational and time-management skills.
Proficiency in 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.
Customer service skills at an advanced level, listed as 7–9 years.
Data entry skills at a proficient level, listed as 4–6 years.
Internet skills at an expert level, listed as 10+ years.
Microsoft Word skills at an advanced level, listed as 7–9 years.

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 contact for Ryan White field case managers seeking real-time assistance with IAP enrollment, eligibility, renewals, and participation.
Provide guidance on 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 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.
Promote a client-centered approach focused on continuity of care and access to treatment.
Work with TDH partners, vendors, and the manager to resolve complex 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 improvements to program efficiency and effectiveness.
Manage a high volume of incoming and outgoing telephone calls and electronic communications.
Maintain efficient, streamlined, and consistent communication with field case managers, TDH 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 activities, data validation, and program monitoring initiatives.
Identify opportunities to improve processes, communication, and service delivery.
Participate in meetings, trainings, and collaborative workgroups supporting program goals and continuous improvement.