Healthcare Program Support Specialist - Insurance Assistance & Client Services

Job Description

Job Description

Healthcare Program Support Specialist Insurance AssistanceJob Details:

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

Position Overview

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

Required Skills / Experience:

• 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

Additional Required Qualification Levels

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

Job Responsibilities:Program Support and Enrollment Assistance

• 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

Client and Case Management Support

• 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

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 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

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, trainings, and collaborative workgroups to support program goals and continuous improvement efforts

Ideal Candidate:

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