Associate Manager, Care Coordination @ Tia
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About The Role
The Associate Manager, Care Coordination at Tia leads a multi-level team of Care Coordinators (Levels 1–3), ensuring exceptional member interactions and high-quality service delivery. This role connects frontline member experience with strategic operations, guiding the team through complex workflows and continuous improvement initiatives.
Key Responsibilities
- Team Leadership & Development: Directly manage and coach team members, support new hires, and promote collaboration.
- Operational Oversight & Workflow Management: Oversee task assignments, monitor queue volumes, and adjust resources to maintain SLA and quality.
- Escalations & Quality Assurance: Serve as final escalation point, analyze root causes, and maintain QA through peer coaching programs.
- Cross-Functional Collaboration & Continuous Improvement: Represent Care Coordination in cross-functional projects and use data insights for process enhancements.
What Excellence Looks Like
Build and sustain a high-performing team, delegate effectively, manage escalations with empathy, use data-driven decision making, and contribute to a culture of continuous improvement.
Key Metrics
- Team retention and engagement scores
- SLA adherence
- Quality scores (QA > 85% average)
- Achievement of training and development goals
Skills & Qualifications
- Bachelor's degree in Healthcare Administration, Business Management, or related field preferred.
- Minimum of 3 years experience in healthcare operations or contact center management.
- Exceptional leadership and communication skills.
- Proficiency with contact center software, CRM systems, and Google Workspace.
- Strong problem-solving, organizational, and multitasking abilities.
Other Important Details
- Flexible work hours including mornings, nights, & weekends as needed.
- Authorized to work in the US.
- Preferred schedule: 10-6:30 pm EST.
About Tia
Founded in 2017, Tia is the modern medical home for women offering a blend of in-person and virtual care. With over $132 Million raised, Tia focuses on complete women’s healthcare through its integrated model. Tia is on a mission to revolutionize women’s health with a culture of excellence.
Benefits
- Free Tia membership
- $300 one-time WFH stipend
- $50/month phone and internet reimbursement
- Medical, dental, and vision benefits
- 401k program
- 13" Macbook Pro
- Travel stipend for team off-sites
Key skills/competency
- care coordination
- leadership
- workflow management
- quality assurance
- team development
- healthcare operations
- CRM
- Google Workspace
- SLA adherence
- problem-solving
How to Get Hired at Tia
🎯 Tips for Getting Hired
- Customize your resume: Tailor your experience for healthcare operations.
- Research Tia's culture: Understand their mission and values.
- Show leadership skills: Emphasize team management and coaching experience.
- Prepare for behavioral interviews: Highlight conflict resolution and empathy.
- Highlight technical proficiency: Demonstrate familiarity with CRM and workflow tools.