IAP/ADAP Program Support Specialist

EITACIES Inc.; Nashville (TN); Hybrid; USD 42,000 - 56,000; Full time

Job summary

EITACIES Inc. Nashville, TN is seeking an Administrative Support Specialist to ensure smooth IAP enrollment and ADAP operations.

The role requires coordinating with Ryan White case managers, healthcare providers, and vendors to resolve enrollment issues and maintain program continuity. The position emphasizes real-time support, data accuracy, and confidentiality compliance in a healthcare administration setting.

Qualifications

• Bachelor's or Master's degree in Health Administration, Public Health, Healthcare Management, or a closely related field.
• Minimum of four (4) years of front-facing customer services experience, preferably in healthcare, public health, health insurance, or health administration setting.
• Experience working in a health administration environment with demonstrated knowledge of healthcare operations, processes, and client service delivery.
• Proven ability to thoroughly document client interactions, research issues, conduct appropriate follow-up, and bring issues to resolution in a timely manner.
• Strong problem-solving skills with the ability to analyze complex situations, identify solutions, and coordinate resolution among multiple priorities while maintaining a high level of accuracy and attention to detail.

Responsibilities

• Serve as the primary point of contact for Ryan White field case managers seeking real-time assistance with IAP enrollment, eligibility, renewals, and participation.
• Provide guidance regarding program policies, procedures, documentation requirements, and enrollment processes.
• Assist with troubleshooting enrollment barriers and resolving issues that may impact clients’ access to insurance coverage and HIV medications.
• Ensure accurate and timely communication regarding program updates, enrollment requirements, and procedural changes.
• Collaborate with medical case managers throughout Tennessee to identify and resolve ADAP issues affecting HIV/AIDS clients.
• Support efforts to remove barriers to care and medication access for eligible clients.
• Research and resolve client-specific concerns while ensuring compliance with program guidelines and confidentiality requirements.
• Work closely with partners, vendors, and manager to resolve complex operational and client-related issues.
• Escalate and coordinate resolution of cases requiring multi-agency or cross-functional involvement.
• Assist in identifying systematic issues, recurring challenges, and emerging trends affecting program operations or client outcomes.
• Manage a high volume of incoming and outgoing telephone calls and electronic communications.
• Maintain efficient, streamlined, and uniform communication with field case managers, healthcare providers, and program partners.
• Provide professional, responsive, and solution-focused customer service.
• Document interactions, resolutions, and follow-up activities in accordance with established procedures.
• Monitor workflows and support efforts to maintain 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, training, and collaborative workgroups to support program goals and continuous improvement efforts.

Skills

Verbal communication

Written communication

Client service

Time management

Documentation

Team collaboration

Education

Healthcare administration degree

Tools

Microsoft Office

Case management systems

Database experience

Job description

EITACIES Inc. Nashville, TN is seeking an Administrative Support Specialist to ensure smooth IAP enrollment and ADAP operations.

The role requires coordinating with Ryan White case managers, healthcare providers, and vendors to resolve enrollment issues and maintain program continuity. The position emphasizes real-time support, data accuracy, and confidentiality compliance in a healthcare administration setting.