Insurance Assistance Program (IAP) Support Specialist - Hybrid
Smart IMS•Nashville, TN
•Hybrid
About The Position
The Insurance Assistance Program (IAP) Support Specialist supports operational excellence for the Client Department of Health Ryan White Part B AIDS Drug Assistance Program (ADAP), which includes the internally managed HIV Drug Assistance Program and the third-party-administered Insurance Assistance Program. 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. The specialist serves as a liaison among Ryan White field case managers, department partners, healthcare providers, and program vendors. The role provides real-time technical assistance and customer support related to IAP enrollment and participation, helps resolve complex cases, identifies trends, improves communications, and supports consistent statewide program operations.
Requirements
- 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 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.
- Ability to maintain accuracy and attention to detail in a moderately paced environment while managing multiple tasks.
- Ability to adapt to changing procedures, priorities, and program requirements.
- Excellent verbal and written communication skills for professional interactions with case managers, healthcare professionals, department 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.
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.
- Explain program policies, procedures, documentation requirements, and enrollment processes.
- Troubleshoot enrollment barriers and resolve issues that may affect clients’ insurance coverage and access to HIV medications.
- Communicate program updates, enrollment requirements, and procedural changes accurately and promptly.
- Collaborate with medical case managers to identify and resolve issues affecting clients living with HIV/AIDS.
- Help remove barriers to care and medication access for eligible clients.
- Research and resolve client-specific concerns while following program guidelines and confidentiality requirements.
- Coordinate with department partners, vendors, and managers to resolve complex operational and client-related issues.
- Escalate and coordinate cases requiring multi-agency or cross-functional involvement.
- Identify systemic 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 case managers, staff, healthcare providers, and program partners.
- Provide professional, responsive, solution-focused customer service and 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.
