Health Insurance Assistant

Role: Health Insurance Assistant

Duration: 5 Months (Contract)

Location: Nashville, TN (Hybrid)

Key Skills: Healthcare Administration and Operations; Health Insurance Enrollment and Eligibility; Customer Service and Technical Assistance; Case Management Support and Coordination; HIPAA Compliance and Confidentiality; Documentation and Issue Resolution

Minimum Required Qualifications

• Eligibility to work in the United States
• 1. Bachelor’s degree or Master’s degree in Health Administration, Public Health, Healthcare Management, or a closely related field.
• 2. Minimum of four (4) years of front-facing customer services experience, preferably in healthcare, public health, health insurance, or health administration setting.
• 3. Experience working in a health administration environment with demonstrated knowledge of healthcare operations, processes, and client service delivery.
• 4. Proven ability to thoroughly document client interactions, research issues, conduct appropriate follow-up, and bring issues to resolution in a timely manner.
• 5. 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.
• 6. Ability to work effectively in a moderately-paced environment while managing multiple tasks and maintaining a high level of accuracy and attention to detail.
• 7. Demonstrated ability to adapt quickly to changing procedures, priorities, and program requirements.
• 8. Excellent verbal and written communication skills, with the ability to communicate professionally with case managers, healthcare professionals, Tennessee Dept of Health staff, vendors, and community partners.
• 9. Strong organizational and time-management skills.
• 10. Proficiency in Microsoft Office applications and experience working with databases, case management systems, or other electronic information systems, simultaneously.
• 11. Ability to maintain confidentiality and comply with all the applicable HIPAA, Ryan White Program, and organizational requirements.

Preferred Qualifications

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

Essential Duties and Responsibilities

Program Support and Enrollment Assistance

• 1. Serve as the primary point of contact of Ryan White field case managers seeking real-time assistance with Insurance Assistance Program (IAP) enrollment, eligibility, renewals, and participation.
• 2. Provide guidance regarding program policies, procedures, documentation requirements, and enrollment processes.
• 3. Assist with troubleshooting enrollment barriers and resolving issues that may impact clients’ access to insurance coverage and HIV medications.
• 4. Ensure accurate and timely communication regarding program updates, enrollment requirements, and procedural changes.

Client and Case Management Support

• 1. Collaborate with medical case managers throughout Tennessee to identify and resolve issues affecting HIV/AIDS clients.
• 2. Support efforts to remove barriers to care and medication access for eligible clients.
• 3. Research and resolve client-specific concerns while ensuring compliance with program guidelines and confidentiality requirements.
• 4. Promote a client-centered approach focused on continuity of care and access to treatment.

Partner Collaboration and Issue Resolution

• 1. Work closely with Tennessee Department of Health partners, vendors, and manger to resolve complex operational and client-related issues.
• 2. Escalate and coordinate resolution of cases requiring multi-agency or cross-functional involvement.
• 3. Assist in identifying systematic issues, recurring challenges, and emerging trends affecting program operations or client outcomes.
• 4. Provide feedback and recommendations for process improvements that enhance program efficiency and effectiveness.

Communication and Customer Service

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

Operational Excellence and Quality Improvement

• 1. Monitor workflows and support efforts to maintain operational excellence across the ADAP program.
• 2. Assist with quality assurance activities, data validation, and program monitoring initiatives.
• 3. Identify opportunities to improve processes, communication, and service delivery.
• 4. Participate in meetings, trainings, and collaborative workgroups to support program goals and continuous improvement efforts.