Associate Manager, Care Coordination

Associate Manager About Tia T ia is a full-stack women's healthcare business that builds products, tools and clinical services virtually and in person to help every woman be her own patient advocate and get meaningfully better healthcare. We’re putting the soul back in medicine, one patient and one provider at a time through a care philosophy that is reimagined to listen to and empower women to actively take control of their healthcare. The care philosophy that supports our patients is also built to support clinicians who are the heart and soul of the care Tia is able to provide. In order to do that - we need YOU! 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– ... (truncated, view full listing at source)