What are the responsibilities and job description for the Front Desk Associate position at Tia?
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.
Our company values:
- Health & Wellbeing: We believe that health & wellbeing is a fundamental human need and right. We prioritize the health & wellbeing of our employees and their families.
- Compassion: We believe that compassion is as important as information and care itself. We imbue compassion into our care, leadership, and communication.
- Individual Agency: We believe that every person has a responsibility to enact their agency for the betterment of themselves and others. We encourage all employees to call out problems and advocate for solutions.
- Collaboration: We believe that collaboration engenders creativity and outsized impact more than hyper-specialized or individualistic approaches to solving problems. We believe collaboration fosters different perspectives, experiences, and skillsets.
- Aspirational Thinking: We believe that aspirational thinking leads to higher quality work and transformative outcomes. We encourage all employees to think through problems and reach for solutions that raise the bar.
Role Title: Front Desk Associate
Manager: Clinic Manager
Role Summary: Ensures hospitable patient member experience at the Tia Clinic, and in collaboration with the care team and Clinic Manager, maintains efficient patient operations. Actively participates in reporting feedback/suggestions related to patient care, and clinic or front of house process to supervisory staff
Values:
- Achieve excellence, with regard to impact over effort
- Be compassionate
- Practice a meritocracy of ideas
- Ownership mentality
Abilities:
- Client service mentality, understanding ease of practice “hospitality principles”
- Creative problem-solving
- Process - oriented thinking
- Conflict Resolution
- Ability to navigate ambiguity
- Enthusiastic, energetic, and friendly disposition despite highly demanding environment
- Ability to maintain composure under stress
- Cross-functional collaboration
- Interpersonal communication: be aware of other’s reactions and embody empathy
- Proven ability to learn from mistakes, ability to reflect
Skills:
- Proficiency in core MS/Google Suite
- Customer Service skills
- Tech-savvy: willingness to learn new technologies and frameworks
- Excellent verbal and written Communication
- Strongly adheres to process
- Resourcefulness
- Highly Organized
- Keen to Detail
- Self - motivated
Responsibilities:
- Hospitality: Be compassionate and utilize interpersonal communication to execute a hospitable and seamless patient experience
- Greet and direct all patients, or other related individuals to appropriate locations while maintaining excellent customer service at all times
- Maintain lines of communication amongst care team members to ensure back and front of house operations are aligned with patient/care team needs
- Member Engagement: Compassionately embody the voice of Tia for prospective and existing members and provide excellent client service orientation
- Educate patients when visiting the clinic on Tia Services (workshops, acupuncture, community events, retail products, pricing, etc.)
- You’re passionate about diversity and inclusion. You believe in sex-positive, no judgement and radically inclusive healthcare for every person, and espouse these values in your everyday life
- Administrative Duties: Have a great ability to prioritize and multitask in a fast paced environment
- Spearhead all administrative duties varying from scanning and uploading patient medical health information, electronic filing of EOBs, documentation upkeep of clinic operations such as Wellness Credits, billing Issues, Inventory, Mail assortment, Accuracy in DrChrono Appointments Check In/Out Flow in regards to: Payment Profiles, Billing Status
- Assist care coordinators in the booking process. Scheduling all inbound patients based on assignment.
- Facility Maintenance: Set the bar incredibly high and be keen to detail
- Basic housekeeping to ensure communal areas are stocked, cleanly, and maintained
- Escalate any facility maintenance issues
- Ad - Hoc Duties: Through cross-functional collaboration, have the ability to execute ad-hoc projects as needed and meet deadlines
- Undertake additional ad-hoc projects as assigned to help with clinic operations varying from research, product sourcing, GSuite Documentation of processes, miscellaneous errands, facilitation of team meetings and/or trainings
- Talented and collaborative team who will both support and challenge you
- Market competitive salary
- Medical and dental benefits
- Paid holidays, robust vacation, and sick leave
This position may require attendance at company and team off-sites and is subject the Company’s vaccine requirement, as permitted by law and subject to reasonable accommodation.
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!
