Care Coordinator I - Pacific Time

Role Title: Care Coordinator (Remote)

Compensation: $16-$18 /hr

Schedule: West Coast Coverage (9am - 6 pm PT)

Description:

As a Tia Care Coordinator, you will be every Tia member's partner in their health and wellness journey- helping them navigate both the healthcare system and ensuring that they are getting a concierge-level experience at Tia. You'll also partner with teams across the company to empower providers to focus on members' care and support overall business needs.

Essential Functions

Member Care Coordination: Collaborate closely with medical professionals, specialists, and other healthcare stakeholders to ensure seamless care coordination for our members.

• Day-to-day member communications - managing member questions & feedback, and resolving member concerns (chat & phone support)
• This role is responsible for responding to basic customer questions via telephone and written correspondence regarding their membership and past/future appointments with Tia Providers
• Coordinates with other resources and providers to ensure smooth continuum of care for patients.
• Ensure if we cannot answer the members' needs that we connect them immediately to someone who can i.e. urgent needs, clinical needs, etc.
• The Care Coordinator acts as a single point-of-contact to coordinate resources along the care delivery spectrum, identify gaps, and provide proactive follow-up
• Ability to exercise considerable judgment and discretion in establishing and maintaining strong partnering relationships with members
• Manage coordination of care within Tia's ecosystem, working cross-functionally across different teams to ensure members needs are met.
• Clearly document all communications and contacts with providers and personnel in standardized documentation and messaging
• Scheduling appointments across all of Tia's service lines
• Internal referrals for Tia services - i.e. primary care, acupuncture, therapy, massage, etc
• Care plan follow-ups
• Tech troubleshooting

Qualifications:

• 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.
• Adherence to strict confidentiality standards and understanding of healthcare data privacy regulations, such as HIPAA.

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!