One stop solution to your remote job hunt!

Care Coordinator II – Member Engagement (REMOTE)

at Tia

Remote

Role Title: Care Coordinator II

Manager: Manager, Care Coordination or Lead, Member Engagement

Location: Virtual (Remote)

Hourly Rate: Starting at $18-20/hour, Depending on Experience

Availability: Full Time; Monday – Friday

Role Summary: As a Tia Care Coordinator, you will be every Tia member’s partner in their health and wellness journey- helping them navigate both the healthcare system and ensuring that they are getting a concierge-level experience at Tia. You’ll also partner with teams across the company to empower providers to focus on members’ care and support overall business needs.

Abilities:

• Interpersonal communication & empathy
• Working cross functionally
• Strongly adheres to process
• Creative & open minded
• Comfortable with a fast-paced environment and frequent change
• Can navigate ambiguity and e into new workflows without all processes
• Solution-oriented: Will seek answers to your questions, whether through SOPs or through other team members.
• Detail-oriented
• Relationship building
• Clear & concise communications
• Energized by metrics

Skills:

• Customer service skills
• Experience with patients on the phone, answering questions and routing calls as needed
• Proficiency in MS/Google Suite
• Willingness to learn new technologies & frameworks
• Developing processes where needed and driving for continuous improvement
• Experience with nuances of members requests, and able to effectively prioritize them
• Balancing multiple stakeholders including care team, members, and the business
• Experience working in a high growth environment and comfortability jumping into new processes
• Understanding of the healthcare ecosystem: past experience working with patients preferred

Responsibilities:

Day-to-day member communications – managing member questions & feedback, and resolving member concerns (chat & phone support).

• Triage member communications appropriately
• Manage inbound members messages, ensuring proper prioritization across various types of messages
• Ensure if we cannot answer the members’ needs that we connect them. immediately to someone who can i.e. urgent needs, clinical needs, etc.
• When performing any handoffs to another team member, do so by providing both the members and other Tia team members full context.
• Ensure each member’s message is responded in a personal, empathetic way while adding context and informing members about their options in their healthcare.
• Solution-oriented mindset — will work to ensure Tia can support all members requests, no matter how difficult.
  • Ensures all messages are responded within agreed-upon turnaround time, and ends every day with 0 outstanding action items.
  • Maintain a clean & organized chat queue with an ownership mentality.
  • Demonstrates accountability for chats.
  • Ensuring members needs get met and ensuring that if a member expresses concerns, that we follow internal processes to ensure they get addressed

Manage coordination of care

• Manage coordination of care across the healthcare system
• Act as a team, not a lone wolf, with care team to ensure efficient escalation of members needs, such as with external referrals to specialists
• Manage coordination of care within Tia’s ecosystem, working cross-functionally across different teams to ensure members needs are met.

Enable providers to focus on their highest impact work, by providing administrative support on key clinical process, including but not limited to:

• Scheduling appointments across all of Tia’s service lines
• Internal referrals for Tia services – i.e. primary care, acupuncture, therapy, massage, etc
• Follow-ups after urgent care visits
• Tech troubleshooting

Execute on core competency with respect to pod responsibilities and assigned inidual responsibilities.

• Find your superpower to double down on a key area of the care coordination job to execute on.