Tia - Care Coordinator I, Late Pacific Schedule - Remote

• 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 • Consistent SLA performance on urgent and flagged requests • Tia is building a world class team to reimagine women’s healthcare. We’re an interdisciplinary team of clinicians, researchers, designers, technologists and operators who have seen firsthand how broken the healthcare system is for women. We’re united by a powerful mission to enable every woman to achieve optimal health, as defined by herself, as well as a shared set of values and principles that define our business, products, and culture. • Tia is building a culture of excellence — in people, process and product. This is our northstar value; • excellence • What is excellence, exactly? • Excellence about constantly elevating yourself, it is the process of constantly striving to perform to the best of your abilities, and identifying your top potential through constant learning, experimentation and evolution. Excellence is not about achieving perfection, as that insinuates a pinnacle. Instead, in our terms, excellence is about the pursuit of constant improvement. We’re looking for people who want to go on that hard journey of constantly setting new personal records, and organizational records. • We practice excellence at Tia by demonstrating the following types of behaviors: We chose (and actively choose) excellence as Tia’s highest order value because it crystalizes into one word several behaviors that we hold dear, specifically: • A drive to constantly improve through experimentation, reflection. and an insatiable growth mindset — said another way, we’re energized by the possibility of invention, innovation, and iteration • Being present in and grateful for the journey — not just the goal line. Perfection is static. Excellence is a process (more on this important distinction below) • Asking why, then why again — because accepting “this is just the way it is” is not good enough • Grit & perseverance — a maker mentality that involves “rolling up your sleeves”, but also deep care for oneself and for others • A commitment to uncovering talents to unlock “rock star” potential across every individual • Furthermore, excellence reflects the “bigness” and the “boldness” of Tia’s mission and vision — a world in which every woman can achieve optimal health, as defined by herself. • Said another way, Tia’s mission is NOT to make healthcare incrementally better for women. Instead, we’ve intentionally set out to create a fundamentally new paradigm for modern women’s healthcare that’s truly excellent. We believe that creating a company that operates in a culture of excellence will manifest in our product. Reaching this goal is not an overnight pursuit or a “one and done.” We have not and will not “get it right” with the first swing. Rather, this higher order goal is a moving target — one we have not and will not ever fully “achieve.” By design, we will never be “done” with this work, but instead, we will be continuously in pursuit of our mission. It is this continuous pursuit — the journey, not the finish line — that truly embodies excellence.