Billing Care Coordinator - Remote

Role Title: Billing Care Coordinator Location: Virtual Hourly Rate: $20-$22/hour Availability: Weekdays, Full-time

About the Role

The Billing Care Coordinator serves as the primary point of contact for members with complex or urgent billing issues. As the voice of Tia for billing-related calls, this role blends technical knowledge with empathy, helping members understand charges, resolve disputes, and navigate insurance-related questions with confidence. This team manages live phone interactions and high-touch cases while collaborating closely with Revenue Cycle Management (RCM) SMEs and the Billing Success Coordinators. The role is essential to maintaining trust, protecting member satisfaction, and ensuring billing issues are resolved with care and precision.

Key Responsibilities

High-Complexity Billing Support

• Handle inbound billing calls, escalations, and urgent member requests.
• Resolve complex cases involving insurance denials, payment discrepancies, and patient billing concerns.
• Partner with RCM SMEs to research and resolve nuanced cases requiring payer expertise.
• Coordinate with offshore Billing Coordinators to ensure smooth handoffs between queues and escalations.

Member Experience & Relationship Building

• Deliver compassionate, real-time support to members by phone or chat.
• Build trust and confidence by providing clear, empathetic, and professional communication.
• Advocate for members, ensuring timely resolution and transparent follow-up.
• Represent Tia's tone and values in every member interaction.

Operational Excellence & Documentation

• Document all calls and cases accurately, following HIPAA and internal compliance standards.
• Follow escalation protocols and ensure tickets are fully resolved or properly routed.
• Identify workflow gaps or recurring issues and partner with leadership to drive process improvement.

Team Engagement & Collaboration

• Participate in training, QA reviews, and calibration sessions.
• Share insights with offshore team and help refine workflows based on call learnings.
• Support peer onboarding and serve as a subject matter expert for complex billing workflows.

What Excellence Looks Like

• Resolves member issues efficiently, empathetically, and accurately.
• Demonstrates expert knowledge of Tia's billing policies and systems.
• Models calm and professionalism in high-stakes or emotional conversations.
• Contributes to a culture of accountability, collaboration, and service excellence.

Key Metrics

• * 85% call answer rate.
• <24h resolution for escalated billing cases.
• 95% documentation compliance.
• * 85% QA score on calls and escalations.

About Us: Tia is on a mission to transform healthcare for women. We are building a high-quality, multi-specialty medical home designed specifically for women — integrating primary care, gynecology, mental health, dermatology and evidence-based wellness into one coordinated experience across in-person centers and a robust virtual platform. Tia is technology-enabled, advancing and scaling excellent care through a proprietary clinical and operational platform that supports clinicians, strengthens care continuity, and improves outcomes. We are deepening and expanding one of the most comprehensive preventive care models for women on the market — with a growing focus on cardiometabolic health, longitudinal data, and earlier risk detection across the lifespan. By integrating technology, structured clinical pathways, and mission-aligned interdisciplinary teams, Tia delivers consistently strong clinical outcomes and a differentiated care experience for women. Tia is a Series D, venture-backed company with more than 120,000 women who trust Tia for their care, across four markets, supported by a national virtual platform. In each market, we partner with leading health systems to expand access, strengthen primary care, and improve quality for women at scale. About Tia's 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. This position may require attendance at company and team off-sites. Unfortunately, scams targeting job seekers are on the rise. To protect yourself, know that we will never ask for payment, gift cards, or sensitive financial information during our hiring process. All communication from our team will come from an official company email address (@asktia.com). If something feels off, trust your instincts and reach out to us directly at [email protected]. Tia is an equal opportunity employer. We 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!