[Hiring] Associate Manager, Care Coordination and Billing Operations @Tia

Role Description

The Associate Manager, Care Coordination & Billing Operations leads two distinct frontline operational teams: the Care Coordination Team and the Revenue Pod (comprising Billing Care Coordinators and co-managed Billing Support Coordinators). This role ensures exceptional member interactions, high-quality service delivery, and accurate, timely billing workflows.

This role serves as a vital bridge between frontline member experience, financial operations, and revenue management. By balancing care delivery with billing oversight, the Associate Manager guides both teams through complex workflows, coaches staff across all levels, resolves high-level escalations, and collaborates closely with cross-functional leadership — including co-managers and the RCM Manager — to optimize processes for scale and quality.

Qualifications

• Minimum of 3 years of experience in healthcare operations, care coordination, or contact center management within a membership-based healthcare setting.
• Exceptional leadership skills with a track record of effectively managing teams, driving performance, and cultivating a positive work environment.
• Strong understanding of healthcare processes, medical terminology, and member engagement in a healthcare context.
• Proven billing & RCM experience and exposure.
• Outstanding communication skills, both verbal and written, along with the ability to empathize and engage with members and teammates.
• Proficiency in using contact center software, member relationship management (CRM) systems, and Google Workspace.
• Excellent problem-solving skills and the ability to remain composed in high-pressure situations.
• Adherence to strict confidentiality standards and understanding of healthcare data privacy regulations, such as HIPAA.
• Detail-oriented with strong organizational and multitasking abilities.
• Flexibility to adapt to changing priorities and business needs.

Requirements

• Manage Care Coordinators, Billing Care Coordinators, and offshore billing support, providing tailored coaching, training, and oversight across different experience levels.
• Support onboarding, performance management, professional development, and goal setting while fostering collaboration, empathy, and accountability.
• Oversee care coordination and billing workflows, including task assignment, queues, workload distribution, SLAs, invoice/payment processes, and complex cases.
• Partner with RCM and co-management to maintain performance, audit work, balance resources, and align frontline operations with broader revenue cycle goals.
• Serve as the final escalation point for complex member care and billing issues, conducting root-cause analysis to identify and prevent recurring problems.
• Oversee QA and peer-coaching processes to maintain service quality, accuracy, and compliance.
• Represent Care Coordination and Billing Operations in cross-functional initiatives and partner with SMEs and RCM to improve workflows and identify automation opportunities.
• Use member satisfaction, turnaround time, and team performance data to guide coaching and process improvements.

Benefits

• Compensation for this role will be determined based on job-related factors, including experience, skills, qualifications, location, role leveling, business needs, and market conditions.
• The expected compensation for this role is: $61,000 - $76,000.
• You are also eligible for benefits in accordance with Tia’s benefit plans and eligibility requirements.