IAP Support Specialist (Ref: 18544)

Position: IAP Support Specialist (Ref: 18544)

Location: Nashville, TN USA, 37243

Salary: $21.00/hr.

Duration: 11 Months 7 Days - Contract

Openings: 1

Deadline: 08/21/2026

Description:

***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: Bachelor’s or Master’s 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 Required - 2 Years

• Microsoft Office Suite Required - 2 Years

• HIPAA & Client Confidentiality Compliance Required - 2 Years

• Strong Documentation, Problem-Solving & Follow-Up Skills Required - 4 Years

• Bachelor's or Master's Degree (Health Admin, Public Health, Healthcare Mgmt, or related) Required - 4 Years

• Ryan White HIV/AIDS Program / ADAP Experience Required - 1 Years

• Health Insurance Enrollment & Benefits Coordination Required - 1 Years

• Technical Assistance & Case Manager Support Required - 1 Years

• State or Federally Funded Public Healthcare Program Experience Required - 1 Years