Patient Care Coordinator

Tia is on a mission to transform healthcare for women by increasing access to and improving the experience of key preventive healthcare services. Known as the best and only way to both transform outcomes and reduce cost, Tia’s preventive care model focuses on integrating key services across primary care, mental health, gynecology, dermatology and other wellness services. Tia is 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 is a unique and “life-long” model for women’s care. 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.

Role: Patient Care Coordinator (Remote)

Schedule: Standard Business Hours - preference for PST hours

Role Summary:

As a Tia Patient Care Coordinator, you will be working with teams across the company to empower providers to focus on patient care and support overall business needs. As one of Tia’s Patient Care Coordinator you will perform routine administrative and clinical tasks to keep the virtual clinic running smoothly. You will be every Tia member’s partner in their health and wellness journey- helping them navigate both the healthcare system and ensuring that they are getting a concierge-level experience at Tia.                                                                              

Key Responsibilities

Patient Care Coordination: Collaborate closely with medical professionals, specialists, and other healthcare stakeholders to ensure seamless care coordination for our members.

Day-to-day patient communications

• Triage and manage patient communications via phone and chat, ensuring empathetic and timely responses.
• Prioritize incoming messages, addressing urgent and clinical needs, or directing patients to the right team member.
• Ensure clear, context-rich communication during handoffs to other team members.
• Respond to patient inquiries through the appropriate modality (phone for complex situations, chat for simpler queries).
• Conduct outbound calls to address member needs, follow up on care plans, and ensure continuity of care.
• Maintain a solution-oriented approach, striving to resolve all member requests before the end of each day.

Supporting Clinic teams, Virtual RNs and Medical Providers Answering and returning calls from pharmacy for prescription clarification or questions

• Communicating with medical providers clearly and in a timely manner for prescription clarification or questions from patients and pharmacy
• Confirming and adding patient preferred pharmacies in DoseSpot before sending patient refill requests to providers 
• Assist Virtual RNs and providers with prescription needs, lab results, and pharmacy communications.
• Assist with the dissemination of normal lab results, escalating abnormal results as necessary.
• Handle triaging of provider inboxes, escalating critical issues and managing non-urgent items.
• Work with our clinic teams on any triaging issues that need assistance some examples may include
• Explaining next steps to a patient via a phone call 
• Helping to reschedule patients who need immediate assistance due to cancellations
• Working to review administrative next steps for patients like prior authorizations, IUD ordering, referrals etc

Assisting with state reporting, referral and care journey managementCommunicable disease reporting- completing appropriate steps for reporting communicable diseases per county/state guidelines

• Facilitating medication abortion consent forms, tracking appointments for follow-up
• Facilitate referrals, follow up with members, and coordinate with health system partners to ensure smooth transitions of care.
• Act as a key touchpoint for patients, conducting outreach to ensure care plan adherence and addressing any concerns.
• Support clinical quality initiatives, including communicable disease reporting and tracking patient progress.

Work collaboratively with care team members to facilitate careWork closely with market care teams to manage care journeys, providing a consistent and high-quality experience for members. 

• Engage in clinical quality projects, helping ensure care standards are met.
• Collaborate with providers to support relational care and patient engagement.
• Support market teams with patient continuity