What are the responsibilities and job description for the Healthcare Program Support Specialist - Insurance Assistance & Client Services position at Vision Square Inc?
Job Title: Healthcare Program Support Specialist Insurance Assistance Client Services
Location: Nashville, Tennessee
Work Arrangement: Hybrid
Onsite Requirement: In-office every Monday and based on business and department needs
Residency Requirement: Candidate must be a Tennessee state resident
Relocation: Contractors relocating to Tennessee must establish residency prior to their start date
Employment Type: Contract
Estimated Start Date: 11/02/2026
Estimated End Date: 03/30/2027
Schedule: Monday Friday
Working Hours: 8:00 AM 4:30 PM CST
Hours Per Day: 7.5
Hours Per Week: 37.5
Pay Rate: $25- $30 per hour
Expenses Allowed: No
Candidate Pay Rate: Not Provided
Reports To: Program Manager
The Support Specialist serves as a resource to ensure operational excellence for a healthcare insurance and medication assistance program serving low-income individuals living with HIV
The overarching goal of this position is to improve the health and well-being of program participants by ensuring year-round, uninterrupted access to HIV medications for all program enrollees
The Support Specialist serves as a critical liaison among field case managers, healthcare 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 insurance assistance enrollment and participation, while helping identify trends, resolve complex cases, and promote consistency across statewide program operations
Education:Bachelors degree or Masters degree in Health Administration, Public Health, Healthcare Management, or a closely related field
Eligibility to work in the United States
Minimum of four (4) years of front-facing customer services experience, preferably in healthcare, public health, health insurance, or health administration setting
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 and maintaining a high level of accuracy and attention to detail
Ability to work effectively in a moderately-paced environment while managing multiple tasks and maintaining a high level of accuracy and attention to detail
Demonstrated ability to adapt quickly to changing procedures, priorities, and program requirements
Excellent verbal and written communication skills, with the ability to communicate professionally with case managers, healthcare professionals, staff, vendors, and community partners
Strong organizational and time-management skills
Proficiency in Microsoft Office applications and experience working with databases, case management systems, or other electronic information systems, simultaneously
Ability to maintain confidentiality and comply with all applicable HIPAA, program, and organizational requirements
The qualification matrix also lists the following as required
Customer Service Advanced (7-9 Years)
Data Entry Proficient (4-6 Years)
Internet Expert (10 Years)
Microsoft Word Advanced (7-9 Years)
Important: The narrative states a minimum of four (4) years of front-facing customer service experience, while the qualification matrix lists Customer Service at Advanced (7-9 Years)
Preferred Skills / Experience: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
Serve as the primary point of contact of field case managers seeking real-time assistance with Insurance Assistance Program 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
Collaborate with medical case managers throughout Tennessee to identify and resolve issues affecting HIV/AIDS 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
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
Manage a high volume of incoming and outgoing telephone calls and electronic communications
Maintain efficient, streamlined, and uniform communication with field case managers, healthcare providers, internal staff, and program partners
Provide professional, responsive, and solution-focused customer service
Document interactions, resolutions, and follow-up activities in accordance with established procedures
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, trainings, and collaborative workgroups to support program goals and continuous improvement efforts
The strongest candidate is likely an experienced healthcare program support, benefits coordination, insurance enrollment, public health, or healthcare customer service professional who is comfortable handling complex client issues and working directly with case managers, providers, vendors, and program partners
The ideal candidate should combine
Healthcare Customer Service Health Administration Insurance/Benefits Support Case Resolution Client Documentation
A strong candidate will be comfortable managing a high volume of telephone and electronic communications while thoroughly documenting interactions, researching issues, following up, and taking cases through resolution
Because this position supports insurance and medication access for individuals living with HIV, candidates with experience in Ryan White programs, ADAP, Medicaid/health insurance, benefits coordination, medication access programs, or public health programs will be particularly competitive
The strongest fit will also demonstrate
Problem Solving Attention to Detail Data Entry Microsoft Office Case Management Systems HIPAA/Confidentiality
Candidates should be comfortable working with multiple priorities and changing program requirements while maintaining accuracy and professional communication
Although the narrative specifies a minimum of 4 years of front-facing customer service experience, the qualification matrix lists 7-9 years of Customer Service experience, so candidates with deeper customer-service experience may be especially competitive
Work Schedule Hybrid Expectations:Full-Time
Monday Friday
8:00 AM 4:30 PM CST
7.5 hours per day
37.5 hours per week
Hybrid
In-office every Monday and based on business and department needs
Candidate must be a Tennessee state resident
Contractors relocating to Tennessee must establish residency prior to their start date
Salary : $25 - $30