Call Center Operator

Job Title: Call Center Operator Location: Nashville, Tennessee-37243, Hybrid (In-Office on Mondays) Schedule: Full-Time | Monday–Friday | 8:00 AM – 4:30 PM or 9:00 AM – 5:30 PM Duration : 9 months Department: Insurance Assistance Program (IAP) Support Program Reports To: IAP Manager

Position Summary

We are seeking an IAP Support Specialist to support the Tennessee Department of Health's Ryan White Part B AIDS Drug Assistance Program (ADAP). This role serves as the primary point of contact for healthcare case managers, providers, and program partners, ensuring eligible individuals living with HIV maintain uninterrupted access to health insurance coverage and HIV medications.

The ideal candidate will have a strong background in healthcare administration, health insurance, customer service, or public health, along with exceptional communication, problem-solving, and case coordination skills.

Key Responsibilities

• Program Support & Enrollment Serve as the primary point of contact for Insurance Assistance Program (IAP) enrollment and eligibility questions.
• Assist with program enrollments, renewals, and documentation requirements.
• Troubleshoot enrollment barriers and resolve issues affecting insurance coverage and medication access.
• Communicate program updates, policy changes, and enrollment requirements.
• Client & Case Management Support Partner with medical case managers across Tennessee to resolve client issues.
• Research and resolve eligibility, enrollment, and coverage concerns.
• Support continuity of care by removing barriers to treatment and medication access.
• Maintain confidentiality and comply with HIPAA and program guidelines.
• Partner Collaboration Collaborate with the Tennessee Department of Health, healthcare providers, and third-party vendors.
• Coordinate resolution of complex client cases.
• Identify recurring operational issues and recommend process improvements.
• Escalate issues requiring cross-functional support.
• Customer Service & Communication Manage high volumes of inbound and outbound phone calls and emails.
• Provide professional, timely, and solution-focused customer support.
• Document all client interactions, resolutions, and follow-up activities.
• Build strong working relationships with healthcare providers and program partners.
• Operational Support Assist with quality assurance, workflow monitoring, and program improvement initiatives.
• Support data validation and program reporting.
• Participate in team meetings, training sessions, and continuous improvement projects.

Required Qualifications

• Bachelor's or Master's degree in Health Administration, Public Health, Healthcare Management, or a related field.
• Minimum 4 years of customer-facing experience in healthcare, public health, health insurance, or healthcare administration.
• Experience supporting healthcare operations, health insurance enrollment, or case management.
• Strong problem-solving and analytical skills.
• Excellent verbal and written communication skills.
• Ability to manage multiple priorities while maintaining accuracy.
• Strong organizational and time management skills.
• Proficiency in Microsoft Office Suite (Excel, Word, Outlook). Experience using databases, case management systems, CRM, or electronic information systems.
• Knowledge of HIPAA and confidentiality requirements.
• Eligibility to work in the United States.

Preferred Qualifications

• Experience supporting the Ryan White HIV/AIDS Program or AIDS Drug Assistance Program (ADAP). Knowledge of HIV care, medication assistance programs, and health insurance enrollment.
• Experience providing technical support to healthcare providers or case managers.
• Experience working with state or federally funded healthcare programs.
• Familiarity with Medicaid, Medicare, or other public health insurance programs.

Key Skills

• Healthcare Administration Health Insurance Enrollment & Eligibility Customer Service Case Management Support Benefits Coordination Problem Solving Documentation HIPAA Compliance Microsoft Office Data Entry Communication Time Management Process Improvement