Care Coordinator I, Late Pacific Schedule - Remote - Tia

Care Coordinator Level I

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.

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