Associate Manager

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 1–3), 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 plays a pivotal role in connecting frontline member experience with strategic operations, guiding the team through complex workflows, coaching team members at all levels, and supporting continuous improvement initiatives.

Key Responsibilities

Team Leadership & Development

• Directly manage Care Coordinators across Levels 1–3, 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 Tia’s mission.

Operational Oversight & Workflow Management

• Oversee task assignment processes (including tags not automated) 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 CC1–CC3 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:

• You’re willing to work morning, nights & weekends, if needed
• You’re 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. Tia’s 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.

The preferred working schedule will be 10-6:30 pm EST

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 women’s healthcare that treats women as whole people vs. parts or life stages.  Blending in-person and virtual care services, Tia’s “Whole Woman, Whole Life” care model fuses gynecology, primary care, mental health and evidence-based wellness services to treat women comprehensively. By making women’s health higher quality and lower cost, Tia makes women healthier, providers happier, and the business of care delivery stronger — setting a new standard of care for women everywhere.

Tia has raised more than $132 Million in venture capital funding to date, including a recent $100 Million Series B investment, one of the largest early-stage rounds ever for a healthcare company focused on women. Tia has ambitious plans to scale its “whole-woman, whole-life” model to more than 100,000 women by 2023. We’ll do this by growing virtual and in-person operations in existing and new markets while expanding its service lines to care for women throughout their entire lives -- from puberty to menopause. Since launching in 2017, Tia has grown to serve thousands of women aged 18-80 with blended in-person and virtual care in New York City, Los Angeles, Phoenix and soon San Francisco. 

We’re 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; 

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:

1. 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
2. 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)
3. Asking why, then why again — because accepting “this is just the way it is” is not good enough
4. Grit & perseverance — a maker mentality that involves “rolling up your sleeves”, but also deep care for oneself and for others
5. 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. 

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 the Company’s vaccine requirement, as permitted by law and subject to reasonable accommodation.

Tia is an equal opportunity employer. We are proud to foster a workplace free from discrimination. We strongly believe that diversity of experience, perspectives, and background will lead to a better environment for our employees and a better product for our users and patients. We strongly encourage people of color and members of the LGBTQ+ community to apply.

If you are committed to collaborative problem solving, creating high-quality and user-centric products, and want to make waves in women's healthcare, join us!