Insurance Assistance Program Support Specialist

NOVALINK SOLUTIONS LLC

. 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 .

Posted 10/22/2026full-timeNashville • Tennessee • United StatesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in client service delivery within healthcare settings, with a strong focus on problem-solving, communication, and compliance with HIPAA and program guidelines. Proficient in managing complex client interactions and collaborating with various stakeholders to enhance access to care and medication.

Highest-signal resume keywords

Client Service DeliveryHealthcare Operations KnowledgeProblem-Solving SkillsMicrosoft Office ProficiencyData Entry Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Health AdministrationPublic HealthHealthcare ManagementData ValidationDocumentationProcess ImprovementCase Management SystemsHIPAA ComplianceBenefits CoordinationTechnical Assistance

Soft Skills

Communication SkillsOrganizational SkillsTime-Management SkillsAdaptabilityCustomer Service

Tools & Technologies

Microsoft Office ApplicationsElectronic Information SystemsDatabasesCase Management Systems

Industry Keywords

Ryan White ProgramAIDS Drug Assistance ProgramsHealth Insurance EnrollmentHIV Care SystemsMedication Access Programs

About the role

Key responsibilities & impact

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 promptly
Collaborate with medical case managers throughout Tennessee 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
Collaborate with Tennessee Department of Health partners, vendors, and the IAP Manager to resolve complex operational and client-related issues
Escalate and coordinate cases requiring multi-agency or cross-functional involvement
Identify systemic 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 efficient, streamlined, and uniform communication with case managers, TDH staff, healthcare providers, and program partners
Provide professional, responsive, and 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, trainings, and collaborative workgroups

Requirements

What you’ll need

Eligibility to work in the United States
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 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 applicable HIPAA, Ryan White Program, and organizational requirements
Preferred: Experience supporting Ryan White HIV/AIDS Program services, AIDS Drug Assistance Programs (ADAP), health insurance enrollment, or benefits coordination
Preferred: Knowledge of HIV care systems, medication access programs, and healthcare coverage options
Preferred: Experience providing technical assistance and support to case managers, healthcare providers, or public health partners
Preferred: Experience working with state or federally funded healthcare programs
Required advanced customer service experience (7–9 years)
Required proficient data entry experience (4–6 years)
Required expert Internet experience (10+ years)
Required advanced Microsoft Word experience (7–9 years)