Care Coordinator I, Late Pacific Schedule - Remote

Care Coordinator Level I Schedule- Late Pacific Time Coverage (900 AM - 600 PM PST) Compensation-$18.00-$21.00/hour -compensation depends on a combination of job-related factors, which may include education, training, experience, location, business needs, or market demands Location- Remote with preference for a candidate located in OR, MT, AZ, NV About the Role The Care Coordinator Level I role is a critical member-facing position at Tia, focused on delivering high-quality, compassionate, and efficient support for members with complex needs. As the first voice many members hear, this role reflects Tia's mission to reinvent women's healthcare through relational, high-touch care. Care Coordinators work closely with clinical providers, operational teams, and external partners to ensure seamless, safe, and empathetic care delivery. Success in this role requires excellent judgment, the ability to manage complex workflows, and strong problem-solving skills under pressure. Key Responsibilities High-Complexity Care Coordination • Serve as the primary point of contact for complex member inquiries via phone or other communication channels. • Manage urgent and high-touch requests, including #urgent-patient-requests, "important flags," and escalated member concerns. • Coordinate nuanced clinical and specialty services, such as IUD scheduling and follow-up care. Member Experience & Relationship Building • Deliver compassionate, real-time phone-based support, resolving complex issues and triaging appropriately. • Build trust with members through thoughtful, empathetic communication and clear follow-through. • Uphold Tia's tone, values, and service standards in every interaction. • Serve as an advocate for members, ensuring their needs are met holistically and with dignity. Operational Excellence & Documentation • Accurately document all interactions, ensuring compliance with HIPAA and internal policies. • Use established workflows consistently while identifying areas for simplification or standardization. • Surface recurring pain points or workflow gaps to leadership for continuous improvement. Team Engagement & Growth • Participate in team training, huddles, and performance reviews to continuously grow skills. • Stay up to date on workflow changes, policies, and product updates to support members effectively. What Excellence Looks Like • Confidently handles high-complexity, member-facing tasks while maintaining excellent service quality. • Responds quickly and effectively to urgent requests and escalations. • Masters workflows and accurately applies nuanced processes. • Proactively flags process gaps and contributes to workflow improvement initiatives. • Consistently meets or exceeds KPIs, including quality scores, SLA adherence, and member satisfaction targets. Key Metrics • Minimum 65 calls per week (90% team answer rate) • 125 chats/tasks completed per week • 95%+ HIPAA documentation compliance • 80% QA score • Consistent SLA performance on urgent and flagged requests About Tia Tia is on a mission to transform healthcare for women by increasing access, improving outcomes, and delivering a better care experience. Our "Whole Woman, Whole Life" model integrates primary care, gynecology, mental health, dermatology, and wellness across in-person care and a national virtual platform. We are a Series D, venture-backed company trusted by more than 120,000 women across four markets. Through our technology-enabled care model and partnerships with leading health systems, Tia is building one of the most comprehensive preventive care models for women. About Tia's Culture Tia is building a culture of excellence in people, process, and product. For us, excellence is not perfection. It is the ongoing pursuit of improvement through learning, reflection, experimentation, curiosity, grit, and care for ourselves and others. We are looking for people who are energized by building, iterating, asking why, and helping create a fundamentally better healthcare experience for women. This position may require attendance at company and team off-sites. Scam Notice Tia will never ask for payment, gift cards, or sensitive financial information during the hiring process. All communication from our team will come from an official company email address ending in @asktia.com. If something feels off, please contact [email protected]. Equal Opportunity Tia is an equal opportunity employer. We believe diversity of experience, perspectives, and background leads 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, high-quality work, and making waves in women's healthcare, we'd love to hear from you. Apply To this Job Apply To this Job