Associate Manager, Care Coordination

Associate Manager

About Tia

Tia is a full-stack women's healthcare business that builds products, tools and clinical services virtually and in person to help every woman be her own patient advocate and get meaningfully better healthcare. We’re putting the soul back in medicine, one patient and one provider at a time through a care philosophy that is reimagined to listen to and empower women to actively take control of their healthcare. The care philosophy that supports our patients is also built to support clinicians who are the heart and soul of the care Tia is able to provide. In order to do that - we need YOU!

About the Role:

The Care Coordination Associate Manager leads a multi-level team of Care Coordinators (Levels 1–3), ensuring exceptional member interactions and high-quality service delivery. This role focuses on building a high-performing, engaged team while maintaining operational excellence, supporting team development, and ensuring processes are optimized for scale and quality.

The Associate Manager plays a pivotal role in connecting frontline member experience with strategic operations, guiding the team through complex workflows, coaching team members at all levels, and supporting continuous improvement initiatives.

Key Responsibilities

Team Leadership & Development

• Directly manage Care Coordinators across Levels 1–3, tailoring coaching and support to varying experience levels.
• Ensure new hires are fully supported and ramping effectively.
• Provide structured feedback and professional development planning, ensuring every team member has clear performance goals, OKRs, and growth opportunities.
• Promote a culture of collaboration, empathy, and accountability, ensuring all coordinators understand how their role contributes to Tia’s mission.

Operational Oversight & Workflow Management

• Oversee task assignment processes (including tags not automated) and task sweeps performed by Level 3s, ensuring quality and SLA adherence.
• Monitor queue volumes and distribution, adjusting assignments and resources as needed to maintain performance metrics.
• Ensure proper execution of high-complexity care coordination tasks
• Partner with leadership and Level 3s to identify and address systemic workflow issues, ensuring consistent escalation paths and high-quality outcomes.

Escalations & Quality Assurance

• Serve as the final escalation point for member issues beyond Level 3 expertise, balancing member needs with operational constraints.
• Ensure escalations are analyzed for root causes, with findings shared across the team to drive learning and prevent recurrence.
• Oversee QA processes, leveraging Level 2 and Level 3 peer coaching programs to maintain service quality and compliance.

Cross-Functional Collaboration & Continuous Improvement

• Represent Care Coordination in cross-functional brainstorms and operational improvement projects.
• Partner with Level 3 SMEs to translate workflow feedback into scalable solutions, automation opportunities, and process updates.
• Use data to identify trends in member experience and team performance, driving targeted coaching and process enhancements.

What Excellence Looks Like

• Builds and sustains a high-performing, multi-level care coordination team where every member understands their role, growth path, and contribution to team success.
• Delegates effectively to Level 2 and Level 3 coordinators, ensuring training, peer support, and SME activities strengthen the overall team.
• Handles escalations with empathy and strategic problem-solving, reducing repeat issues and improving member experience.
• Uses data insights to drive operational decisions, holding the team accountable to SLA, QA, and productivity goals.
• Contributes to a culture of continuous improvement, collaboration, and member-first service delivery.

Key Metrics

• Team retention and engagement scores
• SLA adherence (phones, tasks, escalations)
• Quality scores (QA > 85% average)
• Achievement of training and development goals for CC1–CC3 team members

Skills + Qualifications

• 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

Tia is committed to pay equity and pay transparency. 

Starting pay for qualified applicants will depend on a combination of job-related factors, which may include education, training, experience, location, business needs, or market demands. The expected salary range for this role is set forth below and this range may be modified in the future.

The base salary range is $54,500 - $78,000 plus a performance based bonus

We’re building a world class team to reimagine women’s healthcare. We’re an interdisciplinary team of clinicians, researchers, designers, technologists and operators who have seen firsthand how broken the healthcare system is for women. We’re united by a powerful mission to enable every woman to achieve optimal health, as defined by herself, as well as a shared set of values and principles that define our business, products, and culture. 

Tia is building a culture of excellence — in people, process and product. This is our northstar value;

What is excellence, exactly?

Excellence about constantly elevating yourself, it is the process of constantly striving to perform to the best of your abilities, and identifying your top potential through constant learning, experimentation and evolution. Excellence is not about achieving perfection, as that insinuates a pinnacle. Instead, in our terms, excellence is about the pursuit of constant improvement. We’re looking for people who want to go on that hard journey of constantly setting new personal records, and organizational records.

We practice excellence at Tia by demonstrating the following types of behaviors: We chose (and actively choose) excellence as Tia’s highest order value because it crystalizes into one word several behaviors that we hold dear, specifically:

A drive to constantly improve through experimentation, reflection. and an insatiable growth mindset — said another way, we’re energized by the possibility of invention, innovation, and iteration

Being present in and grateful for the journey — not just the goal line. Perfection is static. Excellence is a process (more on this important distinction below)

Asking why, then why again — because accepting “this is just the way it is” is not good enough

Grit & perseverance — a maker mentality that involves “rolling up your sleeves”, but also deep care for oneself and for others

A commitment to uncovering talents to unlock “rock star” potential across every individual

Furthermore, excellence reflects the “bigness” and the “boldness” of Tia’s mission and vision — a world in which every woman can achieve optimal health, as defined by herself.

Said another way, Tia’s mission is NOT to make healthcare incrementally better for women. Instead, we’ve intentionally set out to create a fundamentally new paradigm for modern women’s healthcare that’s truly excellent. We believe that creating a company that operates in a culture of excellence will manifest in our product. Reaching this goal is not an overnight pursuit or a “one and done.” We have not and will not “get it right” with the first swing. Rather, this higher order goal is a moving target — one we have not and will not ever fully “achieve.” By design, we will never be “done” with this work, but instead, we will be continuously in pursuit of our mission. It is this continuous pursuit — the journey, not the finish line — that truly embodies excellence.

Unfortunately, scams targeting job seekers are on the rise. To protect yourself, know that we will never ask for payment, gift cards, or sensitive financial information during our hiring process. All communication from our team will come from an official company email address. If something feels off, trust your instincts and reach out to us directly at [email protected].