Care Coordinator Level I Schedule: Late Pacific Time Coverage (9:00 AM - 6:00 PM PST)
Compensation: $18.00-$22.00/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
Tia is 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 is about 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, 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.