Minimum Required Qualifications
Eligibility to work in the United States.
Bachelor's 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.
Experience working in a health administration environment with knowledge of healthcare operations, processes, and client service delivery.
Ability to document client interactions, research issues, conduct follow-up, and resolve issues in a timely manner.
Strong problem-solving skills with the ability to analyze complex situations and coordinate resolutions while maintaining accuracy and attention to detail.
Ability to manage multiple tasks in a moderately-paced environment.
Ability to adapt quickly to changing procedures, priorities, and program requirements.
Excellent verbal and written communication skills.
Strong organizational and time-management skills.
Proficiency with Microsoft Office applications and experience using databases, case management systems, or other electronic information systems.
Ability to maintain confidentiality and comply with HIPAA, Ryan White Program, and organizational requirements.
Preferred 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.
Serve as the primary point of contact for case managers seeking assistance with IAP enrollment, eligibility, renewals, and participation.
Provide guidance on program policies, procedures, documentation requirements, and enrollment processes.
Troubleshoot enrollment barriers and resolve issues affecting insurance coverage and medication access.
Communicate program updates, enrollment requirements, and procedural changes accurately and timely.
Collaborate with medical case managers to identify and resolve ADAP-related issues.
Research and resolve client-specific concerns while maintaining compliance with program guidelines and confidentiality requirements.
Promote continuity of care and access to treatment through a client-centered approach.
Work with program partners, vendors, and management to resolve operational and client-related issues.
Escalate and coordinate resolution of complex cases involving multiple stakeholders.
Identify recurring operational challenges and recommend process improvements.
Manage high-volume incoming and outgoing telephone calls and electronic communications.
Provide professional, responsive, and solution-focused customer service.
Document interactions, resolutions, and follow-up activities according to established procedures.
Support workflow monitoring, quality assurance, data validation, and program monitoring activities.
Participate in meetings, training sessions, and collaborative workgroups to support continuous improvement.
The IAP Support Specialist supports the Insurance Assistance Program (IAP) and AIDS Drug Assistance Program (ADAP) by serving as a resource for program operations, enrollment assistance, issue resolution, and customer support. This role works closely with case managers, healthcare providers, program partners, and vendors to ensure uninterrupted access to HIV medications for eligible individuals. The position provides technical assistance, resolves complex cases, supports operational excellence, and helps improve program efficiency through collaboration, communication, and quality improvement initiatives.