Job Details

Role: Associate Manager, Care Coordination

Reporting to: Manager, Care Coordination

About the Role:

The Care Coordination Associate Manager leads a multi-level team of Care Coordinators (Levels 13), ensuring exceptional member interactions and high-quality service delivery. This role focuses on building a high-performing, engaged team while maintaining operational excellence, supporting team development, and ensuring processes are optimized for scale and quality.

The Associate Manager connects frontline member experience with strategic operations, guiding the team through complex workflows, coaching members at all levels, and supporting continuous improvement initiatives.

Key Responsibilities

• Directly manage Care Coordinators across Levels 13, tailoring coaching and support to varying experience levels.
• Ensure new hires are fully supported and ramping effectively.
• Provide structured feedback and professional development planning, ensuring every team member has clear performance goals, OKRs, and growth opportunities.
• Promote a culture of collaboration, empathy, and accountability, ensuring all coordinators understand how their role contributes to Tias mission.

Operational Oversight & Workflow Management

• Oversee task assignment processes and task sweeps performed by Level 3s, ensuring quality and SLA adherence.
• Monitor queue volumes and distribution, adjusting assignments and resources as needed to maintain performance metrics.
• Ensure proper execution of high-complexity care coordination tasks.
• Partner with leadership and Level 3s to identify and address systemic workflow issues, ensuring consistent escalation paths and high-quality outcomes.

Escalations & Quality Assurance

• Serve as the final escalation point for member issues beyond Level 3 expertise, balancing member needs with operational constraints.
• Ensure escalations are analyzed for root causes, with findings shared across the team to drive learning and prevent recurrence.
• Oversee QA processes, leveraging Level 2 and Level 3 peer coaching programs to maintain service quality and compliance.

Cross-Functional Collaboration & Continuous Improvement

• Represent Care Coordination in cross-functional brainstorms and operational improvement projects.
• Partner with Level 3 SMEs to translate workflow feedback into scalable solutions, automation opportunities, and process updates.
• Use data to identify trends in member experience and team performance, driving targeted coaching and process enhancements.

What Excellence Looks Like

• Builds and sustains a high-performing, multi-level care coordination team where every member understands their role, growth path, and contribution to team success.
• Delegates effectively to Level 2 and Level 3 coordinators, ensuring training, peer support, and SME activities strengthen the overall team.
• Handles escalations with empathy and strategic problem-solving, reducing repeat issues and improving member experience.
• Uses data insights to drive operational decisions, holding the team accountable to SLA, QA, and productivity goals.
• Contributes to a culture of continuous improvement, collaboration, and member-first service delivery.

Key Metrics

• Team retention and engagement scores
• SLA adherence (phones, tasks, escalations)
• Quality scores (QA > 85% average)
• Achievement of training and development goals for CC1CC3 team members

Skills + Qualifications

• Bachelor's degree in Healthcare Administration, Business Management, or related field preferred.
• Minimum of 3 years of experience in healthcare operations, care coordination, or contact center management within a membership-based healthcare setting.
• Exceptional leadership skills with a track record of effectively managing teams, driving performance, and cultivating a positive work environment.
• Strong understanding of healthcare processes, medical terminology, and member engagement in a healthcare context.
• Outstanding communication skills, both verbal and written, along with the ability to empathize and engage with members and teammates.
• Proficiency in using contact center software, member relationship management (CRM) systems, and Google Workspace.
• Excellent problem-solving skills and the ability to remain composed in high-pressure situations.
• Adherence to strict confidentiality standards and understanding of healthcare data privacy regulations, such as HIPAA.
• Detail-oriented with strong organizational and multitasking abilities.
• Flexibility to adapt to changing priorities and business needs.

Other Important Details:

• Youre willing to work mornings, nights and weekends if needed.
• Youre authorized to work in the US.
• Tia is an equal opportunity employer.

The anticipated salary range for this position is between $54,500 - $79,300. Tias base salary range for this role is based on national market data and applies consistently, regardless of where a team member resides. We believe in equitable compensation practices and offer a comprehensive benefits package to all team members, irrespective of location.

Location: This is a fully remote position.

Benefits

• Free Tia membership
• $300 one-time WFH stipend
• $50/month phone and internet reimbursement
• Medical, dental, and vision benefits
• 401k program (no matching at this time)
• 13" MacBook Pro
• Travel stipend for team off-sites

This position may require attendance at company and team off-sites and is subject to the Companys vaccine requirement, as permitted by law and subject to reasonable accommodation.

About Us:

Founded in 2017 by Carolyn Witte and Felicity Yost, Tia is the modern medical home for women. We are trailblazing a new paradigm for womens healthcare that treats women as whole people. By making womens health higher quality and lower cost, Tia aims to improve outcomes for women and providers.