Administrative Support Specialist - Insurance Assistance Program (IAP)

Administrative Support Specialist Insurance Assistance Program (IAP)

Department: Tennessee Department of Health Ryan White Part B / AIDS Drug Assistance Program (ADAP)



Position Type: Full-Time



Schedule: Monday Friday, 8:00 AM 4:30 PM



Location: Hybrid



Reports To: IAP Manager Position Overview

The Tennessee Department of Health is seeking an Administrative Support Specialist to support the Insurance Assistance Program (IAP) within the Ryan White Part B AIDS Drug Assistance Program (ADAP).

The IAP Support Specialist will serve as a key liaison between Ryan White field case managers, Tennessee Department of Health staff, healthcare providers, vendors, and program partners. This position provides enrollment assistance, technical support, issue resolution, customer service, and operational support to help ensure eligible program participants have uninterrupted access to insurance coverage and HIV medications.

Key Responsibilities Program Support & Enrollment

• Serve as a primary point of contact for field case managers regarding IAP enrollment, eligibility, renewals, and participation.
• Provide guidance on program policies, procedures, documentation, and enrollment requirements.
• Troubleshoot enrollment barriers and resolve issues affecting access to insurance coverage and medications.
• Communicate program updates, procedural changes, and enrollment requirements accurately and promptly.

Client & Case Management Support

• Collaborate with medical case managers throughout Tennessee to identify and resolve ADAP-related issues.
• Research client-specific concerns and coordinate appropriate resolutions.
• Help identify and remove barriers to healthcare and medication access.
• Maintain a client-focused approach while following program requirements and confidentiality standards.

Partner Collaboration & Issue Resolution

• Work with TDH staff, vendors, healthcare providers, case managers, and other partners to resolve complex issues.
• Coordinate and escalate cases requiring cross-functional or multi-agency involvement.
• Identify recurring operational challenges and trends.
• Provide recommendations for improving program processes and service delivery.

Communication & Customer Service

• Manage a high volume of telephone calls and electronic communications.
• Provide professional, responsive, and solution-oriented customer service.
• Maintain consistent communication with case managers, healthcare professionals, TDH staff, vendors, and community partners.
• Document interactions, resolutions, and follow-up activities accurately.

Operational Excellence & Quality Improvement

• Support ADAP workflows and operational processes.
• Assist with quality assurance, data validation, and program monitoring activities.
• Identify opportunities to improve processes, communication, and program efficiency.
• Participate in meetings, training sessions, and collaborative workgroups.

Required Qualifications

• Bachelor's or Master's degree in Health Administration, Public Health, Healthcare Management , or a closely related field.
• Minimum 4 years of front-facing customer service experience , preferably in healthcare, public health, health insurance, or health administration.
• Experience working in a healthcare administration environment with knowledge of healthcare operations and client service delivery.
• Strong experience documenting client interactions, researching issues, conducting follow-up, and resolving cases.
• Excellent problem-solving and analytical skills.
• Ability to manage multiple priorities while maintaining accuracy and attention to detail.
• Ability to adapt to changing procedures, priorities, and program requirements.
• Excellent written and verbal communication skills.
• Strong organizational and time-management skills.
• Proficiency with Microsoft Office applications.
• Experience working with databases, case management systems, or electronic information systems.
• Ability to maintain confidentiality and comply with HIPAA, Ryan White Program, and organizational requirements .
• Must be eligible to work in the United States.

Preferred Qualifications

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

Ideal Candidate

The ideal candidate is a highly organized and customer-focused healthcare professional who can manage multiple cases, communicate effectively with diverse stakeholders, troubleshoot complex enrollment issues, and ensure timely resolution while maintaining confidentiality and program compliance.

Thanks & Regards,

Adarsh Mallik | IT Recruiter

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