Overview

Position: IAP Support Specialist (Ref: 18544)Location: Nashville, TN USA, 37243Salary: $21.00/hr.Duration: 11 Months 7 Days - ContractOpenings: 1Deadline: 08/21/2026Description: Local Candidates Hybrid (In-office on Mondays)The IAP Support Specialist serves as a vital resource to ensure operational excellence for a state-level public health Insurance Assistance Program (IAP) and Drug Assistance Program (ADAP). The primary objective of this role is to improve health outcomes for low-income clients living with HIV by ensuring uninterrupted, year-round access to vital medications and healthcare coverage.This position acts as a key operational liaison between field case managers, healthcare providers, state partners, and third-party program vendors. You will provide real-time technical assistance, resolve enrollment barriers, streamline communication, and deliver high-touch customer support.Key Responsibilities Program Support & Enrollment Assistance:o Serve as the main point of contact for field case managers regarding program enrollment, eligibility requirements, renewals, and participation policies.o Provide guidance on documentation and procedural rules to clear enrollment barriers and ensure uninterrupted access to medication.o Communicate program updates and policy changes clearly and efficiently. Client & Case Management Support:o Collaborate with medical case managers statewide to research, troubleshoot, and resolve complex case-level issues.o Advocate for client continuity of care while strictly adhering to confidentiality and program compliance rules. Partner Collaboration & Issue Resolution:o Work with program leaders, vendors, and inter-agency partners to address systemic or operational challenges.o Escalate multi-agency or cross-functional cases as appropriate and offer recommendations for workflow enhancements. Customer Service & Communications:o Handle a high volume of inbound/outbound phone calls and electronic communications professionally and efficiently.o Maintain comprehensive, timely documentation of all interactions, resolutions, and follow-up tasks within tracking systems. Operational Quality Improvement:o Participate in data validation, quality assurance, and workflow monitoring to maintain high operational standards.o Attend team meetings and workgroups aimed at continuous process improvement.Qualifications: Eligibility to work in the United States. Education: Bachelors or Masters degree in Health Administration, Public Health, Healthcare Management, or a closely related field. Customer Service: Minimum of four (4) years of front-facing customer service experience (preferably within healthcare, public health, health insurance, or health administration settings). Technical Skills: Proficiency in Microsoft Office Suite and hands-on experience navigating multi-system environments (e.g., electronic databases, case management systems) simultaneously. Compliance: Demonstrated understanding of HIPAA guidelines, client confidentiality, and health administration practices. Core Competencies: Strong organizational skills, critical thinking/problem-solving abilities, high attention to detail, and top-tier written and verbal communication skills.Preferred Qualifications: Prior experience supporting the Ryan White HIV/AIDS Program, AIDS Drug Assistance Programs (ADAP), health insurance enrollment, or benefits coordination. Familiarity with HIV care systems, drug access assistance programs, and public health coverage models. Experience delivering technical assistance to case managers, providers, or public health stakeholders.Working Conditions: Schedule: Monday Friday, 8:00 AM 4:30 PM or 9:00 AM 5:30 PM CST Work Location: Hybrid (In-office on Mondays)Required / Desired Skills Front-Facing Customer Service (Healthcare, Public Health, or Insurance setting preferred) Required - 4 Years Health Administration & Healthcare Operations Experience Required - 4 Years Case Management Systems & Multi-Database Systems Proficiency Re