Associate Manager, Care Coordination

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. 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.

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.