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:
- 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.
Role Title: Lead, Care Coordination Hospitality
Hiring Manager: Director, Care Coordination
The Care Coordination team is the team responsible for helping Tia members navigate the healthcare system, ensuring that every member is getting a concierge-level experience at Tia, and empowering providers to focus on patient care.
The care coordination team is growing quickly- from 2 last year to over 20 by the end of the year - and we are looking to bring on a Care Coordination Team Lead who will be responsible for managing a team of Care Coordinators and jumping in to support the team as needed. The Care Coordination team is split into 3 pods, with “mini pods” within each pod that are focused on specific areas of work. Team Lead is accountable for the “mini pod” they lead, managing the team, coaching them to hit their goals and creating a strong culture. This role will report directly to the Manager, Care Coordination.
- Ask why. Then why, again.
- Act as a pack, not a lone wolf; Teamwork centric but with respect for top down directives when necessary
- Find your superpower.
- Insist on diversity.
- Ownership mentality
- Be compassionate
- Find joy and gratitude everyday.
- Interpersonal communication & empathy
- Working cross functionally
- Strongly adheres to process
- Creative & open minded
- Relationship building
- Clear & concise communications
- Management and leadership skills
- Ability to coach team members toward meeting metrics
- Proficiency in MS/Google Suite
- Willingness to learn new technologies & frameworks
- Customer service skills
- Understanding of the healthcare ecosystem
- Developing processes where needed and driving for continuous improvement
- Experience with nuances of patient requests, and able to effectively prioritize them
- Balancing multiple stakeholders including care team, patients, and the business
- Managing 8-10 care coordinators within your team.
- Performance management – Both managing to metrics and ensuring team members are completing daily responsibilities. Coaching team members to meet their goals and completing chart audits to have visibility into quality of the work
- Leading weekly 1:1s and huddles regularly with the team
- A constant pulse on metrics, understanding how your team is performing at a holistic and individual level and working on process improvements to improve team performance
- Keeping your pod engaged & enthusiastic about the work they are doing, creating a strong and collaborative culture
- Responsible for schedule planning, ensuring the schedule meets the team’s needs and leads to optimal metric performance, including implementing contingency plans during any tech outages
- Out of office approval and planning
- Managing hiring process end-to-end for your team, including resume reviews and interviews
- Onboarding and training new team members, creating onboarding materials and trainings. Ensuring all SOPs are kept up to date consistently and up to date in our knowledge management system
- Act as a lead on the Care Coordination team as it relates to:
- Team communication -- reinforce any comms from the manager to the team, ensuring that team understands any process updates and quickly resolve any questions
- Daily responsibilities - Work with care coordinators to ensure they are able to complete their daily responsibilities and feel confident in doing so
- Setting the bar -- you are expected to “walk the talk” and hold the bar to Tia standards at all times
- Challenging the status quo – You should constantly have your thinking hat on to challenge what exists. Ask the hard questions – should we begin doing this? How could we be doing this better?
- Jumping in to support the team when coverage is needed
- Reviewing patient feedback regarding the work your pod produces and implementing improvement plans with demonstrated metric performance
- Roll up your sleeves and dive into the nitty gritty. Partner with your team members to understand the intricacies of each process they are owning
- Look critically at all processes, identifying what is inefficient and how to drive changes forward
- Have a lens toward scalability – evaluating how we will do these processes as we continue growing while keeping quality high
- Work cross-functionally to drive process changes, engaging stakeholders from across the org
- Be the go-to person for questions and concerns related to a process, handling any escalations that may arise
- Experiment – try new processes, test out how it goes, think about what impacts your processes have and iterate
- Keep SOPs up to date with any process changes
- Pilot new workflows
- Partner with team members across the org as we roll out new processes and programs, thinking about the way your pod can support Tia as a whole
- Pilot new processes before rolling out to your team, giving feedback to stakeholders to ensure the processes can scale and offer a great patient experience. Responsible for building all training materials including SOPs
- Roll out to your team using a thoughtful change management approach and iterate as needed