Associate Manager, Care Coordination

Summary

Join Tia, a women’s healthcare company, as an Associate Manager of Care Coordination, overseeing a team and ensuring exceptional member interactions. You will optimize processes, maintain high-quality service delivery, and ensure efficient communication between patients, providers, and internal teams. The role involves collaborating with various teams, managing complex member cases, and implementing process improvements. You will also provide leadership, guidance, and training to your team, utilizing data to evaluate performance and identify areas for improvement. This fully remote position offers a competitive salary and comprehensive benefits.

Requirements

• Bachelor's degree in Healthcare Administration, Business Management, or related field preferred
• Minimum of 3 years of experience in healthcare operations, care coordination, or contact center management within a membership-based healthcare setting
• Exceptional leadership skills with a track record of effectively managing teams, driving performance, and cultivating a positive work environment
• Strong understanding of healthcare processes, medical terminology, and member engagement in a healthcare context
• Outstanding communication skills, both verbal and written, along with the ability to empathize and engage with members and teammates
• Proficiency in using contact center software, member relationship management (CRM) systems, and Google Workspace
• Excellent problem-solving skills and the ability to remain composed in high-pressure situations
• Adherence to strict confidentiality standards and understanding of healthcare data privacy regulations, such as HIPAA
• Detail-oriented with strong organizational and multitasking abilities
• Flexibility to adapt to changing priorities and business needs

Responsibilities

• Collaborate closely with medical professionals (ie: RNs, NPs, MDs), specialists, and other healthcare stakeholders to ensure seamless care coordination for our members
• Monitor the progress of Tia member journeys, identify potential barriers, and implement strategies to optimize member health outcomes
• Provide effective leadership, guidance, mentoring, and performance feedback to a team of care coordination representatives responsible for member inquiries, appointment scheduling, care coordination, and issue resolution
• Foster a positive and collaborative team culture that promotes open communication and idea-sharing, cross-functional collaboration, and professional growth
• Manage complex member cases and escalated issues, providing timely resolutions and guidance in alignment with company policies and protocols
• Instill a member-centric mindset within your team that demonstrates our commitment to member experience and well-being
• Implement and refine standard operating procedures and workflows for the contact center to ensure efficient handling of member requests and inquiries
• Strive for continuous process improvement to enhance member satisfaction and operational excellence
• Utilize data to evaluate contact center performance, member feedback, and operational metrics
• Identify trends, insights, and areas for improvement to provide recommendations for streamlining processes and enhancing the member experience both from a qualitative perspective and quantitative perspective
• Collaborate closely with various teams outside of Care Coordination, including medical teams, billing, enrollment, and product, to ensure effective communication and knowledge sharing
• Foster a multidisciplinary approach to member care coordination
• Provide formal coaching, feedback, and support to direct reports; lead the onboarding of new teammates as well as ongoing training, ensuring Care Coordinators are prepared to respond to member inquiries, address concerns, and provide accurate information
• Contribute to the team's formal knowledge base
• In partnership with the Quality and Training specialist, regularly assess performance metrics and conduct root cause analyses to drive improvements
• Help gather and share insights gained from member interactions to drive improvements in products, services, and overall member experience

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