Call Center Operator

Insurance Assistance Program (IAP) Support Program

Position Title: IAP Support Specialist

Schedule: Full-Time, Monday-Friday, 8:00AM - 4:30PM or 9:00AM - 5:30PM

Location: Hybrid; In-Office on Mondays

Reports To: IAP Manager

Position Summary

The IAP Support Specialist serves as a resource to ensure operational excellence for the Tennessee Department of Health Ryan White Part B (RWPB) AIDS Drug Assistance Program (ADAP), which is comprised of the Insurance Assistance Program (IAP) and the HIV Drug Assistance Program (HDAP). HDAP is managed internally by the Tennessee Department of Health (TDH), while IAP is administered through a third-party vendor.

The overarching goal of this position is to improve the health and well-being of low-income Tennesseans living with HIV by ensuring year-round, uninterrupted access to HIV medications for all program enrollees. The IAP Support Specialist serves as a critical liaison among Ryan White field case managers, TDH 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 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

1. Serve as the primary point of contact for 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 ADAP 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 manager 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, training, and collaborative workgroups to support program goals and continuous improvement efforts.

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 while 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.