Administrative Support Specialist Nashville TN

About the role

Located in Nashville, TN with a hybrid schedule (full‑time, Monday‑Friday, 8:00 AM‑4:30 PM). Required in‑office attendance every Monday; relocation to Nashville prior to start date is required. The IAP Support Specialist serves as a resource to ensure operational excellence for the Ryan White Part B AIDS Drug Assistance Program (ADAP), acting as a liaison among Ryan White field case managers, healthcare providers, and program vendors to facilitate enrollment, resolve issues, improve communications, and support efficient program operations.

Responsibilities

• 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 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 HIV medications.
• Ensure accurate and timely communication regarding program updates, enrollment requirements, and procedural changes.
• 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.
• Promote a client‑centered approach focused on continuity of care and access to treatment.
• Work closely with partners, vendors, and manager to resolve complex operational and client‑related issues.
• Escalate and coordinate resolution of cases requiring multi‑agency or cross‑functional involvement.
• Assist in identifying systematic 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.
• Manage a high volume of incoming and outgoing telephone calls and electronic communications.
• Maintain efficient, streamlined, and uniform communication with field case managers, 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.
• Monitor workflows and support efforts to maintain operational excellence across the ADAP program.
• Assist with quality assurance activities, data validation, and program monitoring initiatives.
• Identify opportunities to improve processes, communication, and service delivery.
• Participate in meetings, training, and collaborative workgroups to support program goals and continuous improvement efforts.

Requirements

• 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 service 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, 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.
• Ability to maintain confidentiality and comply with all applicable HIPAA, Ryan White Program, and organizational requirements.

Qualifications

• Experience supporting Ryan White HIV/AIDS Program services, AIDS Drug Assistance Programs (ADAP), health insurance enrollment, or benefits coordination.
• Knowledge of HIV care 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.

Schedule

Full‑time, Monday‑Friday, 8:00 AM – 4:30 PM with required in‑office attendance every Monday; hybrid work arrangement.