Care Coordinator , Late Pacific - Remote

Care Coordinator I, Late Pacific Schedule - Remote

Corporate (Remote)

Schedule
- Late Pacific Time Coverage (9:00 AM - 6:00 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.

• 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.

• 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.

• 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.

• 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.

• 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.

• 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 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.