Insurance Assistance Program (IAP) Support Specialist $20.00

FOR IMMEDIATE DETAILS about this position, please feel free to contact either of US and REFERENCE the JOB#:

Kiana Arevalo View phone number on workus.org // ***email_hidden***

Sumit Kumar View phone number on workus.org // View email address on workus.org

- - We will NOT accept 3rd Party (C2C) Contractors - -

Position: Insurance Assistance Specialist

JOB REF#: 44829 - 66079

Duration: 8+ Months (On-Going Contract)

Location: HYBRID - Nashville, TN 37243

Pay Rate: $20.00 (W2 only)

HYBRID: Works ONSITE on Mondays / REMOTE Tue-Friday

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

Seeking to hire a IAP Support Specialist serves as a resource to ensure operational excellence for the Department of Health - 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 IAP Support Specialist serves as a critical liaison among field case managers, 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.

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.

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 ADAP 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 Tennessee Department of Health partners, vendors, and manager 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, TDH staff, healthcare providers, 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 ADAP program.

Assist with quality assurance activities, data validation, and program monitoring initiatives.

Identify opportunities to improve processes, communication, and service delivery.

Participate in meetings, training, and collaborative workgroups to support program goals and continuous improvement efforts.

EDUCATION: Bachelor s degree or Master s degree in Health Administration, Public Health, Healthcare Management, or a closely related field.

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 while 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, Tennessee Dept of Health 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 the applicable HIPAA, Ryan White Program, and organizational requirements.

MUST pass a criminal background check

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.

Calance Consultant Benefits Offerings:

• EPO/PPO Medical Plans
• HMO/PPO Dental programs

- Vision - VSP (Vision Plan Summary)

• 401K Retirement vesting program (VOYA)
• Paid Bi-Weekly/Direct Deposit
• Flex Spending Plan
• Voluntary Life, AD&D, STD or LTD plans