Care Coordinator I - Late Central Schedule

Role Title: Care Coordinator (Remote)

Compensation: $16-$18 /hr

Schedule: Central Time Coverage (11:30am - 8pm CST)

Role: Care Coordination Level 1

About the Role:The Care Coordination Level 1 role is a critical member-facing position at Tia, responsible for ensuring seamless, high-quality support and service delivery across the care continuum. As a first point of contact for our members, Care Coordinators provide empathetic, efficient, and solution-oriented assistance, contributing to Tia's mission to reinvent women’s healthcare.

This role works collaboratively with Tia’s clinical providers, operational teams, and external stakeholders to coordinate care, resolve member concerns, and deliver an exceptional experience. Success in this role requires strong communication skills, a member-first mindset, and a passion for operational excellence.

Key Responsibilities:

Member Care Coordination:

• Serve as the primary point of contact for member inquiries via chat, phone, or other communication channels, ensuring timely and professional responses.
• Handle member requests related to scheduling, referrals, care plan follow-ups, and other non-clinical needs with precision and care.
• Coordinate with providers, specialists, and other stakeholders to ensure a seamless continuum of care for Tia members.
• Resolve basic customer questions regarding membership, appointments, and general inquiries, escalating urgent or clinical needs to the appropriate team promptly.
• Act as a single point of contact for members, proactively identifying gaps in care and providing timely follow-up to ensure needs are met.

Operational Excellence & Documentation:

• Maintain accurate, standardized documentation of all member interactions, ensuring compliance with healthcare privacy regulations, including HIPAA.
• Collaborate cross-functionally within Tia’s ecosystem to manage care coordination workflows and resolve member concerns efficiently.
• Proactively identify and communicate opportunities to improve processes and enhance the member experience.
• Adhere to Tia’s service quality and performance metrics, including response time, resolution rates, and member satisfaction goals.

Support Across Tia's Service Lines:

• Schedule member appointments across all Tia service lines, including primary care, acupuncture, therapy, and massage.
• Manage internal referrals for Tia services, ensuring members are connected to the appropriate resources and care teams.
• Troubleshoot technical issues related to Tia’s technology platforms, providing guidance and resolving concerns when possible.

Member Experience & Relationship Building:

• Exercise sound judgment and discretion in building strong, trust-based relationships with members.
• Deliver empathetic, member-first service to address concerns, answer questions, and exceed expectations.
• Uphold Tia’s standards for high-quality communication, ensuring every member interaction reflects our commitment to excellence.

Additional Responsibilities:

• Escalate issues outside of role scope to appropriate teams or supervisors while maintaining seamless communication with the member.
• Participate in training, team meetings, and performance feedback sessions to ensure continuous growth and alignment with team goals.
• Take on additional tasks and projects as assigned by your supervisor to support team and organizational success.

What Excellence Looks Like:

• Proactively ensures members feel heard, supported, and valued in every interaction.
• Consistently meets performance metrics, including response times, resolution rates, and satisfaction scores.
• Keeping phones on during the day to meet phone answer goals
• Keeping up with queues and completion targets
• Demonstrates strong attention to detail in documentation, ensuring accuracy and compliance with all regulations.
• Actively identifies opportunities to improve workflows and processes, contributing to a culture of continuous improvement.
• Collaborates effectively across teams, ensuring seamless coordination and support for all member needs.

Metrics:

• 95% of member encounters are HIPAA compliant
• Average of 175 chats/tasks per week
• Average of less than 15% of calls refused/answered
• More than 75 calls per month
• 80% Quality Score

Key Skills and Qualifications:

• Exceptional communication and interpersonal skills, with a focus on empathy and active listening.
• Strong organizational and multitasking abilities, with keen attention to detail.
• Familiarity with healthcare coordination and HIPAA compliance is a plus.
• Ability to adapt to fast-paced environments while maintaining high-quality service.
• Comfortable with technology, including scheduling platforms, chat tools, and other digital systems.

MINIMUM QUALIFICATIONS / TARGET EXPERIENCE 

• High school diploma or equivalent required
• Internet Connectivity - Min Speeds: 3.8Mbps/3.0Mbps (up/down): Latency <60 ms
• 1-2 years of experience in a healthcare contact center or related field.
• Comfortable with a fast-paced environment and frequent change and Energized by metrics
• Understanding of healthcare processes, medical terminology, and member engagement in a healthcare context.
• Should possess excellent communication, teamwork and management skills, be empathic but resolute in your decision-making, and be attentive to detail
• Knowledge in using contact center software, member relationship management (CRM) systems, and/or Google Workspace
• Good problem-solving skills and the ability to remain composed in high-pressure situations.
• Solution-oriented: Will seek answers to your questions, whether through SOPs or through other team members. 

About Us: 

Founded in 2017 by Carolyn Witte and Felicity Yost, Tia is the modern medical home for women. We are trailblazing a new paradigm for women’s healthcare that treats women as whole people vs. parts or life stages.  Blending in-person and virtual care services, Tia’s “Whole Woman, Whole Life” care model fuses gynecology, primary care, mental health and evidence-based wellness services to treat women comprehensively. By making women’s health higher quality and lower cost, Tia makes women healthier, providers happier, and the business of care delivery stronger — setting a new standard of care for women everywhere.

Tia has raised more than $132 Million in venture capital funding to date, including a recent $100 Million Series B investment, one of the largest early-stage rounds ever for a healthcare company focused on women. Tia has ambitious plans to scale its “whole-woman, whole-life” model to more than 100,000 women by 2023. We’ll do this by growing virtual and in-person operations in existing and new markets while expanding its service lines to care for women throughout their entire lives -- from puberty to menopause. Since launching in 2017, Tia has grown to serve thousands of women aged 18-80 with blended in-person and virtual care in New York City, Los Angeles, Phoenix and soon San Francisco. 

We’re building a world class team to reimagine women’s healthcare. We’re an interdisciplinary team of clinicians, researchers, designers, technologists and operators who have seen firsthand how broken the healthcare system is for women. We’re united by a powerful mission to enable every woman to achieve optimal health, as defined by herself, as well as a shared set of values and principles that define our business, products, and culture. 

Tia is building a culture of excellence — in people, process and product. This is our northstar value; 

What is excellence, exactly?

Excellence about constantly elevating yourself, it is the process of constantly striving to perform to the best of your abilities, and identifying your top potential through constant learning, experimentation and evolution. Excellence is not about achieving perfection, as that insinuates a pinnacle. Instead, in our terms, excellence is about the pursuit of constant improvement. We’re looking for people who want to go on that hard journey of constantly setting new personal records, and organizational records. 

We practice excellence at Tia by demonstrating the following types of behaviors: We chose (and actively choose) excellence as Tia’s highest order value because it crystalizes into one word several behaviors that we hold dear, specifically:

1. A drive to constantly improve through experimentation, reflection. and an insatiable growth mindset — said another way, we’re energized by the possibility of invention, innovation, and iteration
2. Being present in and grateful for the journey — not just the goal line. Perfection is static. Excellence is a process (more on this important distinction below)
3. Asking why, then why again — because accepting “this is just the way it is” is not good enough
4. Grit & perseverance — a maker mentality that involves “rolling up your sleeves”, but also deep care for oneself and for others
5. A commitment to uncovering talents to unlock “rock star” potential across every individual

Furthermore, excellence reflects the “bigness” and the “boldness” of Tia’s mission and vision — a world in which every woman can achieve optimal health, as defined by herself.

Said another way, Tia’s mission is NOT to make healthcare incrementally better for women. Instead, we’ve intentionally set out to create a fundamentally new paradigm for modern women’s healthcare that’s truly excellent. We believe that creating a company that operates in a culture of excellence will manifest in our product. Reaching this goal is not an overnight pursuit or a “one and done.” We have not and will not “get it right” with the first swing. Rather, this higher order goal is a moving target — one we have not and will not ever fully “achieve.” By design, we will never be “done” with this work, but instead, we will be continuously in pursuit of our mission. It is this continuous pursuit — the journey, not the finish line — that truly embodies excellence. 

Location: This is a fully remote position. 

Benefits 

• Free Tia membership
• $300 one-time WFH stipend
• $50/month phone and internet reimbursement 
• Medical, dental, and vision benefits
• 401k program (no matching at this time)
• 13" Macbook Pro 
• Travel stipend for team off-sites

This position may require attendance at company and team off-sites and is subject the Company’s vaccine requirement, as permitted by law and subject to reasonable accommodation.

Tia is an equal opportunity employer. We are proud to foster a workplace free from discrimination. We strongly believe that diversity of experience, perspectives, and background will lead to a better environment for our employees and a better product for our users and patients. We strongly encourage people of color and members of the LGBTQ+ community to apply. 

If you are committed to collaborative problem solving, creating high-quality and user-centric products, and want to make waves in women's healthcare, join us!