Administrative Support Specialist

Administrative Support Specialist – Insurance Assistance Program

Position Title: Administrative Support Specialist / IAP Support Specialist
Location: Nashville, TN – Hybrid
Work Arrangement: Hybrid; required in-office attendance every Monday
Schedule: Monday–Friday, 8:00 AM–4:30 PM CST
Contract Duration: 10/05/2026 – 06/30/2027
Hours: 40 hours/week
Residency: Tennessee residents only
Expenses: Not allowed

Position Summary

The IAP Support Specialist serves as a resource to ensure operational excellence for a statewide AIDS Drug Assistance Program, supporting both the Insurance Assistance Program (IAP) and HIV Drug Assistance Program (HDAP).

The overarching goal of this position is to improve the health and well-being of low-income individuals living with HIV by ensuring year-round, uninterrupted access to HIV medications for program enrollees.

The IAP Support Specialist serves as a critical liaison among field case managers, healthcare providers, program partners, and 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

• Serve as the primary point of contact for 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.

Client and Case Management Support

• Collaborate with medical case managers to identify and resolve program issues affecting 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.
• Promote a client-centered approach focused on continuity of care and access to treatment.

Partner Collaboration and Issue Resolution

• Work closely with program partners, vendors, and management 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.
• Provide feedback and recommendations for process improvements that enhance program efficiency and effectiveness.

Communication and Customer Service

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

Operational Excellence and Quality Improvement

• Monitor workflows and support efforts to maintain operational excellence across the 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.

Minimum Required Qualifications

• Eligibility to work in the United States.
• Bachelor’s degree 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 service experience, preferably in healthcare, public health, health insurance, or health administration.
• 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.
• Ability to work effectively in a moderately paced environment while managing multiple tasks with accuracy and attention to detail.
• Ability to adapt quickly to changing procedures, priorities, and program requirements.
• Excellent verbal and written communication skills.
• Strong organizational and time-management skills.
• Proficiency in Microsoft Office applications.
• Experience working with databases, case management systems, or other electronic information systems.
• Ability to maintain confidentiality and comply with applicable HIPAA and program requirements.

Preferred Qualifications

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

Location & Residency Requirements

• Hybrid position with required onsite attendance every Monday.
• Must be located in Nashville, TN, or relocate to Nashville before the start date.
• Tennessee residency is required.
• Candidates relocating to Tennessee must establish residency prior to starting the assignment.

Background Verification

Selected candidates will be required to complete a comprehensive background verification, which may include address history, national criminal records, sex offender registry, county/state criminal searches, federal criminal search, global watch screening, and AKA/name searches.