Overview

Requisition ID: 66079 Requisition Name: Call Center Operator Customer: TN DOH Submission Deadline: 08/21/2026 Location: Hybrid - 710 James Robertson Parkway 6th Floor Andrew Johnson Tower Nashville, Tennessee 37243 Description Insurance Assistance Program (IAP) Support Program Position Title: IAP Support Specialist Schedule: Full-Time, Monday-Friday, 8:00AM 4:30PM or 9:00AM 5:30PM Location: Hybrid; In-Office on Mondays Reports To: IAP Manager 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 for 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 ADAP 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 manager 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 p