Care Coordinator - Late Central Schedule

Role Title: Care Coordinator (Remote) Compensation: $16-$18 /hr Schedule: Central Time Coverage (11:30am - 8pm CST) Role: Care Coordination Level 1 About the Role:The Care Coordination Level 1 role is a critical member-facing position at Tia, responsible for ensuring seamless, high-quality support and service delivery across the care continuum. As a first point of contact for our members, Care Coordinators provide empathetic, efficient, and solution-oriented assistance, contributing to Tia's mission to reinvent women’s healthcare. This role works collaboratively with Tia’s clinical providers, operational teams, and external stakeholders to coordinate care, resolve member concerns, and deliver an exceptional experience. Success in this role requires strong communication skills, a member-first mindset, and a passion for operational excellence. Key Responsibilities: Member Care Coordination:

• Serve as the primary point of contact for member inquiries via chat, phone, or other communication channels, ensuring timely and professional responses.
• Handle member requests related to scheduling, referrals, care plan follow-ups, and other non-clinical needs with precision and care.
• Coordinate with providers, specialists, and other stakeholders to ensure a seamless continuum of care for Tia members.
• Resolve basic customer questions regarding membership, appointments, and general inquiries, escalating urgent or clinical needs to the appropriate team promptly.
• Act as a single point of contact for members, proactively identifying gaps in care and providing timely follow-up to ensure needs are met.

Operational Excellence & Documentation:

• Maintain accurate, standardized documentation of all member interactions, ensuring compliance with healthcare privacy regulations, including HIPAA.
• Collaborate cross-functionally within Tia’s ecosystem to manage care coordination workflows and resolve member concerns efficiently.
• Proactively identify and communicate opportunities to improve processes and enhance the member experience.
• Adhere to Tia’s service quality and performance metrics, including response time, resolution rates, and member satisfaction goals.

Support Across Tia's Service Lines:

• Schedule member appointments across all Tia service lines, including primary care, acupuncture, therapy, and massage.
• Manage internal referrals for Tia services, ensuring members are connected to the appropriate resources and care teams.
• Troubleshoot technical issues related to Tia’s technology platforms, providing guidance and resolving concerns when possible.

Member Experience & Relationship Building:

• Exercise sound judgment and discretion in building strong, trust-based relationships with members.
• Deliver empathetic, member-first service to address concerns, answer questions, and exceed expectations.
• Uphold Tia’s standards for high-quality communication, ensuring every member interaction reflects our commitment to excellence.

Additional Responsibilities:

• Escalate issues outside of role scope to appropriate teams or supervisors while maintaining seamless communication with the member.
• Participate in training, team meetings, and performance feedback sessions to ensure continuous growth and alignment with team goals.
• Take on additional tasks and projects as assigned by your supervisor to support team and organizational success.

What Excellence Looks Like:

• Proactively ensures members feel heard, supported, and valued in every interaction.
• Consistently meets performance metrics, including response times, resolution rates, and satisfaction scores.
• Keeping phones on during the day to meet phone answer goals
• Keeping up with queues and completion targets
• Demonstrates strong attention to detail in documentation, ensuring accuracy and compliance with all regulations.
• Actively identifies opportunities to improve workflows and processes, contributing to a culture of continuous improvement.
• Collaborates effectively across teams, ensuring seamless coordination and support for all member needs.

Metrics:

• 95% of member encounters are HIPAA compliant
• Average of 175 chats/tasks per week
• Average of less than 15% of calls refused/answered
• More than 75 calls per month
• 80% Quality Score

Key Skills and Qualifications:

• Exceptional communication and interpersonal skills, with a focus on empathy and active listening.
• Strong organizational and multitasking abilities, with keen attention to detail.
• Familiarity with healthcare coordination and HIPAA compliance is a plus.
• Ability to adapt to fast-paced environments while maintaining high-quality service.
• Comfortable with technology, including scheduling platforms, chat tools, and other digital systems.

MINIMUM QUALIFICATIONS / TARGET EXPERIENCE

• High school diploma or equivalent required
• Internet Connectivity - Min Speeds: 3.8Mbps/3.0Mbps (up/down): Latency Apply tot his job

Apply To this Job