Role Title: Care Coordinator II

Manager: Manager, Care Coordination (Anja Beslic)

Location: Virtual

Availability: Weekdays, 9:30 - 6:00pm PST

Role Summary: 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.

Core Values:

• Ask why. Then why, again.
• Act as a pack, not a lone wolf; Teamwork centric but with respect for top down directives when necessary.
• Find your superpower.
• Insist on diversity.
• Ownership mentality.
• Be compassionate.
• Find joy and gratitude everyday.

Abilities:

• Interpersonal communication & empathy
• Working cross functionally
• Strongly adheres to process
• Creative & open minded
• Comfortable with a fast-paced environment and frequent change
• Can navigate ambiguity and dive into new workflows without all processes
• Solution-oriented: Will seek answers to your questions, whether through SOPs or through other team members.
• Detail-oriented
• Relationship building
• Clear & concise communications
• Energized by metrics

Skills:

• Customer service skills
• Experience with patients on the phone, answering questions and routing calls as needed
• Proficiency in Google Suite
• Tech Savvy preferred
• Experience using Slack preferred
• Willingness to learn new technologies & frameworks
• Developing processes where needed and driving for continuous improvement
• Experience with nuances of members requests, and able to effectively prioritize them
• Balancing multiple stakeholders including care team, members, and the business
• Experience working in a high growth environment and comfortability jumping into new processes
• Understanding of the healthcare ecosystem: past experience working with patients preferred

Responsibilities:

• Day-to-day member communications - managing member questions & feedback, and resolving member concerns (chat & phone support).
  • Triage member communications appropriately
    • Manage inbound members messages, ensuring proper prioritization across various types of messages
    • Ensure if we cannot answer the members' needs that we connect them. immediately to someone who can i.e. urgent needs, clinical needs, etc.
    • When performing any handoffs to another team member, do so by providing both the members and other Tia team members full context.
  • Ensure each member's message is responded in a personal, empathetic way while adding context and informing members about their options in their healthcare.
  • Solution-oriented mindset - will work to ensure Tia can support all members requests, no matter how difficult.
  • Ensures all messages are responded within agreed-upon turnaround time, and ends every day with 0 outstanding action items.
  • Maintain a clean & organized chat queue with an ownership mentality.
  • Demonstrates accountability for chats.
  • Ensuring members needs get met and ensuring that if a member expresses concerns, that we follow internal processes to ensure they get addressed

• Manage coordination of care
  • Manage coordination of care across the healthcare system
    • Act as a team, not a lone wolf, with care team to ensure efficient escalation of members needs, such as with external referrals to specialists

• Manage coordination of care within Tia's ecosystem, working cross-functionally across different teams to ensure members needs are met.
  • Enable providers to focus on their highest impact work, by providing administrative support on key clinical process, including but not limited to:
  • Scheduling appointments across all of Tia's service lines
  • Internal referrals for Tia services - i.e. primary care, acupuncture, therapy, massage, etc
  • Follow-ups after urgent care visits
  • Tech troubleshooting

• Execute on core competency with respect to pod responsibilities and assigned individual responsibilities.
  • Find your superpower to double down on a key area of the care coordination job to execute on. Examples:
    • Referrals
      • Lab & Imaging

      • Genetic Testing
    • Urgent Follow-Up Care
      • Ensure patient is supported after their visit

      • Connect patients with appropriate follow-up appointments
    • Scheduling
      • Mental Health scheduling
        • Crisis Consults

        • Psychiatry

      • IRL <> URL scheduling

      • Follow-ups
    • Membership
      • Feedback

      • Cancellations
    • Phones
      • Answering patient phone calls and resolving any questions they may have

About Us:

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.

Our company values:

• Health & Wellbeing: We believe that health & wellbeing is a fundamental human need and right. We prioritize the health & wellbeing of our employees and their families.
• Compassion: We believe that compassion is as important as information and care itself. We imbue compassion into our care, leadership, and communication.
• Individual Agency: We believe that every person has a responsibility to enact their agency for the betterment of themselves and others. We encourage all employees to call out problems and advocate for solutions.
• Collaboration: We believe that collaboration engenders creativity and outsized impact more than hyper-specialized or individualistic approaches to solving problems. We believe collaboration fosters different perspectives, experiences, and skillsets.
• Aspirational Thinking: We believe that aspirational thinking leads to higher quality work and transformative outcomes. We encourage all employees to think through problems and reach for solutions that raise the bar.

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.