Healthcare Program Support Specialist
Job Type: W2 Contract
Estimated Duration: 4 Months, Potential extension
Location: Nashville, TN 37243
Schedule: Monday–Friday, 8:00 AM–4:30 PM
Work Setting: Hybrid
Work Authorization: Must be eligible to work in the United States
Pay Rate: $25.00 - $28.50/hr.
Position Summary
The Healthcare Program Support Specialist serves as a resource to ensure operational excellence for a healthcare assistance program supporting individuals with access to insurance coverage and medications. The program includes insurance assistance and medication assistance services and works with internal teams and third-party partners to support program participants.
The overarching goal of this position is to improve the health and well-being of eligible individuals by helping ensure year-round, uninterrupted access to necessary medications.
The Healthcare Program Support Specialist serves as a critical liaison among field case managers, internal 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 program enrollment and participation while helping identify trends, resolve complex cases, and promote consistency across program operations.
Essential Duties & Responsibilities
Program Support & Enrollment Assistance
- Serve as the primary point of contact for field case managers seeking real-time assistance with program 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 medications.
- Ensure accurate and timely communication regarding program updates, enrollment requirements, and procedural changes.
Client & Case Management Support
- Collaborate with medical case managers to identify and resolve issues affecting 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 & Issue Resolution
- Work closely with internal partners, vendors, and management to resolve complex operational and client-related issues.
- Escalate and coordinate the resolution of cases requiring multi-agency or cross-functional involvement.
- Assist in identifying systemic 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 & 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, internal 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 & Quality Improvement
- Monitor workflows and support efforts to maintain operational excellence across the 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.
Minimum Required Qualifications
- Bachelor’s or Master’s degree in Health Administration, Public Health, Healthcare Management, or a closely related field.
- Minimum of 4 years of front-facing customer service experience, preferably in a 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 while managing multiple priorities.
- 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, internal staff, vendors, and community partners.
- Strong organizational and time-management skills.
- Proficiency in Microsoft Office applications.
- Experience working with databases, case management systems, or other electronic information systems simultaneously.
- Ability to maintain confidentiality and comply with applicable healthcare privacy, program, and organizational requirements.
Preferred Qualifications
- Experience supporting healthcare assistance programs, medication assistance programs, health insurance enrollment, or benefits coordination.
- Knowledge of healthcare 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.
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