Cc I - Knowledge Center (Remote)

Role Title: Care Coordinator I

Manager: Lead, Insurance (Kim St. Phard) or Lead, Billing (Yewande Lewis)

Location: Virtual, but located on East Coast

Hourly Rate : Starting at $16/hour

Availability: Weekday & Weekend Flexibility

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

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

Abilities

• Comfortable with a fast-paced environment and frequent change
• Working cross functionally
• Interpersonal communication & empathy
• Detail-oriented
• Relationship building
• Creative & open minded
• 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.
• Energized by metrics
• Clear & concise communications
• Strongly adheres to process

Skills

• Experience with nuances of members requests, and able to effectively prioritize them
• Customer service skills
• Experience working in a high growth environment and comfortability jumping into new processes
• Proficiency in MS/Google Suite
• Developing processes where needed and driving for continuous improvement
• Willingness to learn new technologies & frameworks
• Balancing multiple stakeholders including care team, members, and the business

Understanding of the healthcare ecosystem: past experience working with patients preferred Ability to work with insurance payers: past experience preferred Understanding healthcare billing, ICD-10 and CPT codes: past experience preferred

Responsibilities

Day-to-day member communications - managing member questions & feedback, and resolving member concerns (chat & phone support).

• Triage member communications appropriately
• 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.
• Manage inbound members messages, ensuring proper prioritization across various types of messages

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.
• Ensuring members needs get met and ensuring that if a member expresses concerns, that we follow internal processes to ensure they get addressed.
• 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.

Manage coordination of careManage coordination of care across the healthcare system

• Ordering birth control devices from Specialty Pharmacies
• Prior authorizations for prescriptions, procedures and services
• Act as a team, not a lone wolf, with care team to ensure efficient escalation of members needs, including but not limited to:
• Lab and fax sorting

Manage coordination of care within Tia’s ecosystem, working cross-functionally across different teams to ensure members needs are met.

• Ensuring lab results are given to providers
• Enable providers to focus on their highest impact work, by providing administrative support on key clinical process, including but not limited to:
• Taking on prior authorizations in order to get patients medications

Execute on core competency with respect to pod responsibilities and assigned individual responsibilities.

• Creating & facilitating lab requisitions or imaging referrals
• Checking insurance eligibility and network status
• Clinical Services
• Billing & Insurance
• Ordering birth control devices and scheduling special appointments
• Sorting lab and imaging results, and triaging to ordering providers or nurses
• Find your superpower to double down on a key area of the care coordination job to execute on. Examples:
• Prior Authorizations for medications
• Day-to-day charges of copays; charging outstanding patient responsibilities after claims are finalized
• Checking insurance coverage for healthcare services
• Following-up with members who have outstanding balances

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:

• Asking why, then why again — because accepting “this is just the way it is” is not good enough
• 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
• A commitment to uncovering talents to unlock “rock star” potential across every individual
• 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)
• Grit & perseverance — a maker mentality that involves “rolling up your sleeves”, but also deep care for oneself and for others

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.

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.

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!

Tia is an equal opportunity employer. We 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.