Insurance Assistance Program Support

***This is Hybrid Job***In-Office on Mondays***

The IAP Support Specialist serves as a resource to ensure operational excellence for the Tennessee 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 by the Tennessee Department of Health (TDH), 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, 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.

• Served as the primary point of contact for Ryan White field case managers, providing guidance on Insurance Assistance Program (IAP) and ADAP enrollment, eligibility, renewals, policies, and documentation while resolving client access barriers to insurance coverage and HIV medications.
• Collaborated with Tennessee Department of Health partners, healthcare providers, vendors, and field case managers to resolve complex operational and client-specific issues, ensuring continuity of care, regulatory compliance, and confidentiality.
• Managed high-volume communications, documented client interactions, coordinated cross-functional case resolutions, and delivered responsive customer service while communicating program updates and procedural changes.
• Supported quality assurance, workflow monitoring, data validation, and process improvement initiatives by identifying trends, recommending operational enhancements, and participating in training and collaborative program activities.