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 Tia
Tia is on a mission to transform healthcare for women by increasing access, improving outcomes, and delivering a better care experience. Our “Whole Woman, Whole Life” model integrates primary care, gynecology, mental health, dermatology, and wellness across in-person care and a national virtual platform.
We are a Series D, venture-backed company trusted by more than 120,000 women across four markets. Through our technology-enabled care model and partnerships with leading health systems, Tia is building one of the most comprehensive preventive care models for women.
About Tia’s Culture
Tia is building a culture of excellence in people, process, and product. For us, excellence is not perfection. It is the ongoing pursuit of improvement through learning, reflection, experimentation, curiosity, grit, and care for ourselves and others. We are looking for people who are energized by building, iterating, asking why, and helping create a fundamentally better healthcare experience for women.
This position may require attendance at company and team off-sites.
Scam Notice
Tia will never ask for payment, gift cards, or sensitive financial information during the hiring process. All communication from our team will come from an official company email address ending in @asktia.com. If something feels off, please contact peopleservices@asktia.com.
Equal Opportunity
Tia is an equal opportunity employer. We believe diversity of experience, perspectives, and background leads 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, high-quality work, and making waves in women’s healthcare, we’d love to hear from you.