Care Coordination Supervisor

Role: Care Coordination Supervisor (Remote)

Reporting to: Manager, Care Coordination or Director, Care Coordination

Tia is an innovative, venture-backed women’s healthcare company on a mission to reinvent women's healthcare.  We are an interdisciplinary team of doctors, researchers, designers, and technologists creating the next generation women’s healthcare platform. Tia blends data-driven technology with a holistic, “multiple tools in the toolkit” care philosophy all unified under a big, bold, sex-positive, ethically female brand.  

Reporting to the Manager/Director, Care Coordination, this role will oversee a team of care coordinators, ensuring exceptional member interactions, optimizing processes, and maintaining high-quality service delivery. The supervisor's primary objective is to ensure efficient communication between patients, healthcare providers, and internal teams while upholding industry regulations and best practices.  This role will also work cross functionally with Market Operations, Product, Marketing and other teams within Tia supporting broader business initiatives and objectives. The ideal candidate will possess a deep understanding of membership-based healthcare operations, strong leadership skills, and a passion for ensuring the well-being of our members.

DESCRIPTION                                                                                     

Member Care Coordination: 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.

Team Leadership: 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.

• Member Issue Escalation: 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.
• Process Optimization: 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.
• Performance Metrics: 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.
• Cross-functional Collaboration: 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.
• Training and Development: 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.
• 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.

MINIMUM QUALIFICATIONS / TARGET EXPERIENCE 

• 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

About Us: 

Founded in 2017 by Carolyn Witte and Felicity Yost, Tia is the modern medical home for women. We are trailblazing a new paradigm for women’s healthcare that treats women as whole people vs. parts or life stages.  Blending in-person and virtual care services, Tia’s “Whole Woman, Whole Life” care model fuses gynecology, primary care, mental health and evidence-based wellness services to treat women comprehensively. By making women’s health higher quality and lower cost, Tia makes women healthier, providers happier, and the business of care delivery stronger — setting a new standard of care for women everywhere.

Tia has raised more than $132 Million in venture capital funding to date, including a recent $100 Million Series B investment, one of the largest early-stage rounds ever for a healthcare company focused on women. Tia has ambitious plans to scale its “whole-woman, whole-life” model to more than 100,000 women by 2023. We’ll do this by growing virtual and in-person operations in existing and new markets while expanding its service lines to care for women throughout their entire lives -- from puberty to menopause. Since launching in 2017, Tia has grown to serve thousands of women aged 18-80 with blended in-person and virtual care in New York City, Los Angeles, Phoenix and soon San Francisco. 

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:

1. 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
2. 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)
3. Asking why, then why again — because accepting “this is just the way it is” is not good enough
4. Grit & perseverance — a maker mentality that involves “rolling up your sleeves”, but also deep care for oneself and for others
5. 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. 

Location: This is a fully remote position. 

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

This position may require attendance at company and team off-sites and is subject the Company’s vaccine requirement, as permitted by law and subject to reasonable accommodation.

Tia is an equal opportunity employer. We are proud to foster a workplace free from discrimination. We strongly believe that diversity of experience, perspectives, and background will lead to a better environment for our employees and a better product for our users and patients. We strongly encourage people of color and members of the LGBTQ+ community to apply. 

If you are committed to collaborative problem solving, creating high-quality and user-centric products, and want to make waves in women's healthcare, join us!