Care Coordinator I

Summary

Join Tia as a remote Care Coordinator and be a critical member-facing role, ensuring seamless, high-quality support and service delivery. You will serve as the primary point of contact for member inquiries, coordinating care and resolving concerns. Collaborate with clinical providers and operational teams to deliver an exceptional member experience. Success requires strong communication, a member-first mindset, and a passion for operational excellence. This role offers a competitive hourly rate and comprehensive benefits. The position is fully remote with a stipend for work-from-home setup.

Requirements

• High school diploma or equivalent required
• 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
• Comfortable with a fast-paced environment and frequent change and Energized by metrics
• Understanding of healthcare processes, medical terminology, and member engagement in a healthcare context
• Should possess excellent communication, teamwork and management skills, be empathic but resolute in your decision-making, and be attentive 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: Will seek answers to your questions, whether through SOPs or through other team members

Responsibilities

• Serve as the primary point of contact for member inquiries via chat, phone, or other communication channels, ensuring timely and professional responses
• Handle member requests related to scheduling, referrals, care plan follow-ups, and other non-clinical needs with precision and care
• Coordinate with providers, specialists, and other stakeholders to ensure a seamless continuum of care for Tia members
• Resolve basic customer questions regarding membership, appointments, and general inquiries, escalating urgent or clinical needs to the appropriate team promptly
• Act as a single point of contact for members, proactively identifying gaps in care and providing timely follow-up to ensure needs are met
• Maintain accurate, standardized documentation of all member interactions, ensuring compliance with healthcare privacy regulations, including HIPAA
• Collaborate cross-functionally within Tia’s ecosystem to manage care coordination workflows and resolve member concerns efficiently
• Proactively identify and communicate opportunities to improve processes and enhance the member experience
• Adhere to Tia’s service quality and performance metrics, including response time, resolution rates, and member satisfaction goals
• Schedule member appointments across all Tia service lines, including primary care, acupuncture, therapy, and massage
• Manage internal referrals for Tia services, ensuring members are connected to the appropriate resources and care teams
• Troubleshoot technical issues related to Tia’s technology platforms, providing guidance and resolving concerns when possible
• Exercise sound judgment and discretion in building strong, trust-based relationships with members
• Deliver empathetic, member-first service to address concerns, answer questions, and exceed expectations
• Uphold Tia’s standards for high-quality communication, ensuring every member interaction reflects our commitment to excellence
• Escalate issues outside of role scope to appropriate teams or supervisors while maintaining seamless communication with the member
• Participate in training, team meetings, and performance feedback sessions to ensure continuous growth and alignment with team goals
• Take on additional tasks and projects as assigned by your supervisor to support team and organizational success

Preferred Qualifications

• Familiarity with healthcare coordination and HIPAA compliance is a plus
• Exceptional communication and interpersonal skills, with a focus on empathy and active listening
• Strong organizational and multitasking abilities, with keen attention to detail
• Ability to adapt to fast-paced environments while maintaining high-quality service
• Comfortable with technology, including scheduling platforms, chat tools, and other digital systems

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