Insurance Assistance Program (IAP) Support Specialist - Hybrid

Job Title: Insurance Assistance Program (IAP) Support Specialist - Hybrid



Duration (Contract): 5 Months



Client Location: Nashville, TN 37243

Location Preference: Hybrid

Job Description:

• As an Insurance Assistance Program (IAP) Support Specialist, you will serve as a resource to ensure operational excellence for the Client 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, 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, department 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:

• 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.

• 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 Client 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 Client Department of Health partners, vendors, and manger 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, 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.

Operational Excellence and Quality Improvement:

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

Required Skills, Experiences, Education and Competencies:

• Bachelor's degree or master's degree in health administration, Public Health, Healthcare Management, or a closely related field.

• 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 analyse 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, Client 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.

Preferred Qualifications:

• 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.

The hourly range for roles of this nature are $20.00 to $30.00/hr. Rates are heavily dependent on skills, experience, location, and industry.

cyberThink is an Equal Opportunity Employer.