Care Coordinator, Tia

• This role is ideal for someone who is empathetic, highly organized, calm under pressure, and energized by helping members move through complex healthcare situations with clarity and care
• 1+ year of experience in customer service, patient/member support, care coordination, scheduling, call center support, or another high-touch service role
• Comfort supporting members by phone, chat, or similar communication channels
• Strong communication skills, with the ability to explain information clearly and compassionately
• Strong attention to detail, documentation habits, and follow-through
• Ability to manage multiple tasks, follow workflows, and prioritize urgent or sensitive requests
• Comfort using technology, including Google Workspace, scheduling tools, ticketing systems, EHRs, CRMs, or similar platforms
• Ability to work full-time weekday hours with late Pacific Time coverage
• Authorized to work in the United States

Desirable

• We are looking for a Care Coordinator I to provide compassionate, efficient, and high-quality support to Tia members through phone, chat, and other communication channels
• In this role, you will often be one of the first voices members hear when they need help navigating care. You will support member inquiries, urgent requests, scheduling needs, escalations, and care coordination workflows while partnering closely with clinical providers, operations teams, and external partners
• Member Support: Serve as a primary point of contact for member inquiries through phone, chat, and other communication channels
• Care Coordination: Support complex scheduling and care coordination workflows, including clinical services, specialty services, follow-up needs, and escalated member concerns
• Urgent Requests & Escalations: Triage urgent requests, important flags, and high-touch member concerns using established workflows and escalation protocols
• Member Experience: Build trust with members through empathetic communication, clear follow-through, and thoughtful problem solving
• Clinical & Operational Partnership: Work closely with clinical providers, operations teams, and external partners to support seamless and safe care delivery
• Documentation & Compliance: Accurately document member interactions in accordance with HIPAA and internal policies
• Workflow Improvement: Identify recurring member pain points, workflow gaps, or opportunities for simplification and share insights with leadership
• Team Engagement: Participate in team training, huddles, and performance reviews while staying current on workflow, policy, and product updates
• This role supports late Pacific Time coverage, with a weekday schedule of 9:00 AM-6:00 PM PST