Care Coordinator

Summary

Join Tia as a remote Care Coordinator and become a partner in our members' health and wellness journeys. You will navigate members through the healthcare system, providing a concierge-level experience. Collaborate with medical professionals and internal teams to ensure seamless care coordination. Manage member communications, resolve concerns, and coordinate resources for optimal care. This role requires strong communication, problem-solving, and organizational skills within a fast-paced environment. You will be responsible for scheduling appointments, handling internal referrals, and following up on care plans. The position offers a competitive hourly rate and comprehensive benefits.

Requirements

• High school diploma or equivalent
• 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
• Comfort with a fast-paced environment and frequent change
• Understanding of healthcare processes, medical terminology, and member engagement in a healthcare context
• Excellent communication, teamwork and management skills
• Empathy and resolute decision-making
• Attention 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 approach
• Adherence to strict confidentiality standards and understanding of healthcare data privacy regulations, such as HIPAA

Responsibilities

• Collaborate closely with medical professionals, specialists, and other healthcare stakeholders to ensure seamless care coordination for our members
• Manage day-to-day member communications - managing member questions & feedback, and resolving member concerns (chat & phone support)
• Respond to basic customer questions via telephone and written correspondence regarding their membership and past/future appointments with Tia Providers
• Coordinate 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
• Act as a single point-of-contact to coordinate resources along the care delivery spectrum, identify gaps, and provide proactive follow-up
• 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
• Schedule appointments across all of Tia’s service lines
• Handle internal referrals for Tia services - i.e. primary care, acupuncture, therapy, massage, etc
• Conduct care plan follow-ups
• Handle tech troubleshooting

Preferred Qualifications

Energized by metrics

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