Title:

IAP Support Specialist Location :

: Nashville, TN 37243 12+ Months Position Summary 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 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. 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. Regards, Atul Kumar Singh Excelon Solutions Pvt. Ltd. || 9723827738 atul.singh@excelonsolutions.com

Pay:

$24.00 - $25.00 per hour Expected hours: 40.0 per week

Education:

Bachelor's (Required)

Experience:

Front facing customer services experience in healthcare: 4 years (Required) Administration environment with knowledge of healthcare: 1 year (Required)

Work Location:

In person