Virtual RN

Tia is a full-stack women's healthcare business that builds products, tools and clinical services virtually and in person to help every woman be her own patient advocate and get meaningfully better healthcare. We’re putting the soul back in medicine, one patient and one provider at a time through a care philosophy that is reimagined to listen to and empower women to actively take control of their healthcare. The care philosophy that supports our patients is also built to support clinicians who are the heart and soul of the care Tia is able to provide. In order to do that - we need YOU!

Read more about Tia’s:

• Products: https://asktia.com/article/what-is-product-at-tia
• Services: https://asktia.com/   
• Care principles: https://www.asktia.com/care-philosophy/

ROLE: Virtual RN (Registered Nurse)

DESCRIPTION 

As a Virtual RN, you will be part of the Care Connect team at Tia, working with teams across the company to empower providers to focus on patient care and support overall business needs. You will also be every Tia member’s partner in their health and wellness journey- helping them navigate both the healthcare system and ensuring that they are getting a concierge-level experience at Tia.

REPORTS TO: Associate Manager - RN Team                                                                             

ESSENTIAL FUNCTIONS

Responsibilities: 

Day-to-day patient communications

• Triage member communications appropriately
1. Manage inbound members messages, ensuring proper prioritization across various types of messages
2. Ensure if we cannot answer the members' needs that we connect them to someone who can i.e. urgent needs, clinical needs, etc. 
3. When performing any handoffs to another team member, do so by providing both the members and other Tia team members full context.
4. Answer phone calls and call patients 

Ensure each member's message is responded in a personal, empathetic way while adding context and informing members about their options in their healthcare. 

• Solution-oriented mindset -- will work to ensure Tia can support all members requests, no matter how difficult. 
• Maintains extreme ownership of the RN queues, prioritizing urgent clinical needs and working toward 'Inbox Zero' through efficient task management and protocol-driven care.
• Ensuring members needs get met and ensuring that if a member expresses concerns, that we follow internal processes to ensure they get addressed.

Answering clinical questions in chat and escalating as appropriate

• Responding to clinical questions in chat that arise within agreed-upon Turn Around Time while using Tia’s Tone of Voice Principles
• Providing patients with full context behind treatment recommendations
• Escalating patients to providers or urgent care using designed protocols 

Performing Other Nurse Tasks like:Medication refills

1. Executing medication refills and bridges via established clinical standing orders and protocols
• Reporting lab results 
1. Management of lab and imaging results (including BI-RADS and complex screening panels) to provide patients with immediate, actionable context.

Work collaboratively with care team members to facilitate careAct as a team when it comes to a patient’s care, working together to ensure we can provide a high quality patient experience. 

• Assist in the execution of clinical protocols and support quality improvement initiatives across care journeys for both patients and providers.

Support providers in everyday tasks to advance the patient needs 

• Support the day-to-day needs of providers, including managing provider inboxes, prescription refills, and other clinical tasks.
• Build strong, collaborative relationships with providers, and act as the RN resource for our market teams

MINIMUM QUALIFICATIONS / TARGET EXPERIENCE 

• Graduate from an accredited nursing program- BSN preferred
• Active Registered Nurse state licensure in CA or in progress of obtaining. Additional licensure in NY & AZ preferred
• Flexibility to work evening, weekend, and holiday hours
• Internet Connectivity - Min Speeds: 3.8Mbps/3.0Mbps (up/down): Latency <60 ms
• 1-3 years of experience in a healthcare or related field.  Previous leadership experience is preferred.
• Comfortable with a fast-paced environment and frequent change and energized by metrics
• Understanding of healthcare processes, medical terminology, and member engagement in a healthcare context.
• Should possess excellent communication, teamwork and management skills, be empathic but resolute in your decision-making, and be attentive to detail
• Knowledge in using Electronic Medical Record (EMR) systems, clinical messaging platforms, and Google Workspace.
• Good problem-solving skills and the ability to remain composed in high-pressure situations.
• Solution-oriented: Will seek answers to your questions, whether through SOPs or through other team members. 
• Adherence to strict confidentiality standards and understanding of healthcare data privacy regulations, such as HIPAA.

PHYSICAL DEMANDS:

• Prolonged periods of sitting or standing at a desk and working on a computer.
• Extensive use of a keyboard, mouse, and multiple monitors for high-volume clinical documentation.
• Ability to maintain focused visual attention to digital medical records and patient communications for extended periods.
• Requires high-speed, reliable internet connectivity and a quiet, secure workspace conducive to handling sensitive HIPAA-protected information.

WORK ENVIRONMENT: 

• This is a 100% remote, virtual position. You are responsible for maintaining a secure, HIPAA-compliant home office with a high-speed internet connection that meets the minimum technical specifications listed above.

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.

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 peopleservices@asktia.com.