Insurance Assistance Program (IAP) Specialist

STI•Nashville, TN

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), which includes the Insurance Assistance Program (IAP) and the HIV Drug Assistance Program (HDAP). The role 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. Acting as a liaison among Ryan White field case managers, Tennessee Department of Health partners, healthcare providers, and program vendors, the specialist facilitates enrollment, resolves issues, improves communications, and supports efficient statewide program operations. The specialist provides real-time technical assistance and customer support related to IAP enrollment and participation. The role also identifies trends, resolves complex cases, promotes consistent operations, supports quality assurance and data validation, and contributes to process improvement. The position requires professional handling of sensitive client information and compliance with applicable HIPAA, Ryan White Program, and organizational requirements.

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; healthcare, public health, health insurance, or health administration experience is preferred.
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, and coordinate resolution across multiple priorities while maintaining accuracy and attention to detail.
Ability to work effectively in a moderately paced environment while managing multiple tasks accurately and carefully.
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 applications and experience working with databases, case management systems, or other electronic information systems simultaneously.
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 real-time help with IAP enrollment, eligibility, renewals, and participation.
Guide partners on program policies, procedures, documentation requirements, and enrollment processes.
Troubleshoot enrollment barriers and resolve issues that could affect clients’ insurance coverage or access to 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 with HIV/AIDS.
Support efforts to remove barriers to care and medication access for eligible clients.
Research and resolve client-specific concerns in compliance with 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 management 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 improving program efficiency and effectiveness.
Manage a high volume of incoming and outgoing telephone calls and electronic communications.
Maintain efficient, streamlined, and uniform communications with case managers, TDH staff, healthcare providers, and program partners.
Provide professional, responsive, and 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.