Remote Care Coordination Supervisor

Summary

Join Tia, a venture-backed women’s healthcare company, as a Care Coordination Supervisor (Remote) to oversee a team of care coordinators, ensuring exceptional member interactions and high-quality service delivery.

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

Responsibilities

• Collaborate closely with medical professionals (ie: RNs, NPs, MDs), specialists, and other healthcare stakeholders to ensure seamless care coordination for our members
• 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
• Manage complex member cases and escalated issues, providing timely resolutions and guidance in alignment with company policies and protocols
• Implement and refine standard operating procedures and workflows for the contact center to ensure efficient handling of member requests and inquiries
• 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
• 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
• Quality Assurance: In partnership with the Quality and Training specialist, regularly assess performance metrics and conduct root cause analyses to drive improvements
• Member Insights: 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