EITACIES Inc.

Administrative Assistant

• 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 on program policies, procedures, documentation requirements, and enrollment processes
• Troubleshoot enrollment barriers and resolve issues affecting clients’ access to insurance coverage and HIV medications
• Communicate program updates, enrollment requirements, and procedural changes accurately and timely
• 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
• Work with Tennessee Department of Health partners, vendors, and manager to resolve complex operational and client-related issues
• Escalate and coordinate cases requiring multi-agency or cross-functional involvement
• Identify systematic issues, recurring challenges, and emerging trends affecting program operations or client outcomes
• Provide feedback and recommendations for process improvements
• Manage a high volume of incoming and outgoing telephone calls and electronic communications
• Maintain streamlined communication with case managers, TDH staff, healthcare providers, and program partners
• Provide professional, responsive, solution-focused customer service
• Document interactions, resolutions, and follow-up activities
• Monitor workflows and support operational excellence across the ADAP program
• Assist with quality assurance, data validation, and program monitoring initiatives
• Identify opportunities to improve processes, communication, and service delivery
• Participate in meetings, training, and collaborative workgroups

Administrative Support Specialist