Insurance Assistance Program (IAP) Specialist

Software Technology, Inc.; Nashville (TN); On-site; USD 52,000 - 72,000; Full time

Job summary

The Tennessee Department of Health seeks an IAP Support Specialist to ensure uninterrupted access to HIV medications for Tennesseans enrolled in ADAP, IAP, and HDAP. The role coordinates with Ryan White field case managers, TDH partners, healthcare providers, and vendors to enable enrollment, resolve issues, and support efficient program operations.

You will provide real-time technical assistance on IAP enrollment, document interactions, identify trends, and promote consistency across statewide

Qualifications

• Bachelor’s or Master’s in Health Administration, Public Health or related field.
• 4+ years of front-facing customer service, preferably in healthcare or public health.
• Experience in health administration with knowledge of operations and client service.
• Ability to document interactions, research issues, and follow up to resolution.
• Strong problem-solving, multi-tasking, and attention to detail.
• Adaptability to changing procedures and program requirements.
• Excellent verbal and written communication with professionals and partners.
• Strong organizational and time-management skills.
• Proficiency with databases and case management systems, plus HIPAA knowledge.

Responsibilities

• Serve as primary contact for field case managers seeking real-time IAP enrollment support.
• Provide guidance on policies, documentation, and enrollment processes.
• Troubleshoot enrollment barriers and keep clients informed of updates.
• Collaborate with case managers to resolve issues affecting access to insurance and medications.
• Research and address client concerns while ensuring confidentiality and compliance.
• Promote continuity of care and client-centered service.
• Coordinate with TDH partners, vendors, and internal teams to resolve complex issues.
• Escalate cases requiring multi-agency involvement and monitor progress.
• Identify systemic issues and recommend process improvements.
• Maintain thorough documentation of interactions and resolutions.

Skills

Customer service

Healthcare knowledge

HIPAA compliance

Documentation

Problem solving

Time management

Communication skills

Microsoft Office

Data entry

Confidentiality

Education

Bachelor’s or Master’s in Health Administration/Public Health

Tools

Case management systems

Electronic information systems

Microsoft Office

Job description

Position Summary

The IAP Support Specialist serves as a resource to ensure operational excellence for the Tennessee Department of Health Ryan White Part B (RWPB) AIDS Drug Assistance Program (ADAP), which is comprised of the Insurance Assistance Program (IAP) and the HIV Drug Assistance Program (HDAP). HDAP is managed internally by the Tennessee Department of Health (TDH), while IAP is administered through a third‑party vendor.

The overarching goal of this position is to improve the health and well‑being of low‑income Tennesseans living with HIV by ensuring year‑round, uninterrupted access to HIV medications for all program enrollees. The IAP Support Specialist serves as a critical liaison among Ryan White field case managers, TDH partners, healthcare providers, and program vendors to facilitate enrollment, resolve issues, improve communications, and support efficient program operations.

This position provides real‑time technical assistance and customer support related to IAP enrollment and participation, while helping identify trends, resolve complex cases, and promote consistency across statewide program operations.

Essential Duties and Responsibilities

Program Support and Enrollment Assistance

• 1. Serve as the primary point of contact of Ryan White field case managers seeking real‑time assistance with Insurance Assistance Program (IAP) enrollment, eligibility, renewals, and participation.
• 2. Provide guidance regarding program policies, procedures, documentation requirements, and enrollment processes.
• 3. Assist with troubleshooting enrollment barriers and resolving issues that may impact clients’ access to insurance coverage and HIV medications.
• 4. Ensure accurate and timely communication regarding program updates, enrollment requirements, and procedural changes.

Client and Case Management Support

• 1. Collaborate with medical case managers throughout Tennessee to identify and resolve issues affecting HIV/AIDS clients.
• 2. Support efforts to remove barriers to care and medication access for eligible clients.
• 3. Research and resolve client‑specific concerns while ensuring compliance with program guidelines and confidentiality requirements.
• 4. Promote a client‑centered approach focused on continuity of care and access to treatment.

Partner Collaboration and Issue Resolution

• 1. Work closely with Tennessee Department of Health partners, vendors, and manger to resolve complex operational and client‑related issues.
• 2. Escalate and coordinate resolution of cases requiring multi‑agency or cross‑functional involvement.
• 3. Assist in identifying systematic issues, recurring challenges, and emerging trends affecting program operations or client outcomes.
• 4. Provide feedback and recommendations for process improvements that enhance program efficiency and effectiveness.

Communication and Customer Service

• 1. Manage a high volume of incoming and outgoing telephone calls and electronic communications.
• 2. Maintain efficient, streamlined, and uniform communication with field case managers, TDH staff, healthcare providers, and program partners.
• 3. Provide professional, responsive, and solution‑focused customer service.
• 4. Document interactions, resolutions, and follow‑up activities in accordance with established procedures.

Operational Excellence and Quality Improvement

• 1. Monitor workflows and support efforts to maintain operational excellence across the ADAP program.
• 2. Assist with quality assurance activities, data validation, and program monitoring initiatives.
• 3. Identify opportunities to improve processes, communication, and service delivery.
• 4. Participate in meetings, trainings, and collaborative workgroups to support program goals and continuous improvement efforts.

Minimum Required Qualifications

• *Eligibility to work in the United States
• 1. Bachelor’s degree or Master’s degree in Health Administration, Public Health, Healthcare Management, or a closely related field.
• 2. Minimum of four (4) years of front-facing customer services experience, preferably in healthcare, public health, health insurance, or health administration setting.
• 3. Experience working in a health administration environment with demonstrated knowledge of healthcare operations, processes, and client service delivery.
• 4. Proven ability to thoroughly document client interactions, research issues, conduct appropriate follow‑up, and bring issues to resolution in a timely manner.
• 5. Strong problem‑solving skills with the ability to analyze complex situations, identify solutions, and coordinate resolution among multiple priorities and maintaining a high level of accuracy and attention to detail.
• 6. Ability to work effectively in a moderately‑paced environment while managing multiple tasks and maintaining a high level of accuracy and attention to detail.
• 7. Demonstrated ability to adapt quickly to changing procedures, priorities, and program requirements.
• 8. Excellent verbal and written communication skills, with the ability to communicate professionally with case managers, healthcare professionals, Tennessee Dept of Health staff, vendors, and community partners.
• 9. Strong organizational and time‑management skills.
• 10. Proficiency in Microsoft Office applications and experience working with databases, case management systems, or other electronic information systems, simultaneously.
• 11. Ability to maintain confidentiality and comply with all the applicable HIPAA, Ryan White Program, and organizational requirements.

Preferred Qualifications

• 1. Experience supporting Ryan White HIV/AIDS Program services, AIDS Drug Assistance Programs (ADAP), health insurance enrollment, or benefits coordination.
• 2. Knowledge of HIV care systems, medication access programs, and healthcare coverage options.
• 3. Experience providing technical assistance and support to case managers, healthcare providers, or public health partners.
• 4. Experience working with state or federally funded healthcare programs.