Care Coordination Supervisor

Summary

Join Tia, a women's healthcare company, as a remote Care Coordination Supervisor overseeing a team on the West Coast (9 am - 6:30 pm PST). You will ensure exceptional member interactions, optimize processes, and maintain high-quality service delivery. Responsibilities include collaborating with medical professionals, providing team leadership and mentoring, managing complex member cases, optimizing processes, analyzing performance metrics, and collaborating cross-functionally. The ideal candidate possesses strong leadership skills, healthcare operations experience, and excellent communication skills. Tia offers a competitive salary ($54,500 - $79,300) and a comprehensive benefits package.

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