Membership Associate (Part-time) at Tia

Job Description

Membership Associate (Part-time) at Tia

Role Title: Member Sales Associate 

Schedule: Part-Time (18-20 hrs/week)

Location: Remote but based in Pacific Time (Los Angeles preferred)

Manager: VP Growth Marketing

Role Summary: 

As a Membership Associate, you are a Tia brand ambassador, passionate about women’s healthcare and about building relationships with people.  You have a background in Customer Service, and healthcare or health insurance.

In this role, you support the Membership Sales Manager in prospective member inquiries, sales calls, and insurance/informational assistance. You are knowledgeable about all of Tia’s services, programs, and products and are able to build rapport, trust and lasting impressions with prospective members in order to drive new memberships.  Beyond membership sales, you are eager to bring customer feedback to the team and are always thinking of new and strategic ideas to improve and grow.

You will work under the guidance of the Membership Sales Manager and are part of Tia’s Growth Marketing 

Team. 

This is a part-time position (20 hours/week), responsible for fielding inquiries during west coast hours (2-6PM pacific time).  

Values: 

• Health & Wellbeing. We believe that health & wellbeing is a fundamental human needs and right. We prioritize the health & well-being 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. Collaboration engenders creativity and outsized impact more than hyper-specialized or individualistic approaches to solving problems. We believe collaboration fosters different perspectives, experiences, and skill sets.

• 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.

Abilities:

• Comfort in ambiguity. You’re confident in your ability to pick up projects quickly, learn on the job, independently solve problems, and to figure things out even when there aren’t explicit instructions. We look for team players who are quick to pitch in when something needs to get done—even if it’s not listed in your job description.

• Interpersonal communication + empathy:  You are able to speak to prospective Tia members with grace and professionalism.

• Excellent client service orientation:  You are a champion for our prospective members and are always working to improve their experience. 

• Time management: Fielding lots of calls and messages, you are able to prioritize and work through your queue expertly. 

• Process-oriented thinking: You’ll be working cross-functionally with various internal teams and are always thinking of ways to improve communication and processes.

Skills: 

• Customer service and sales

• Understanding of the healthcare ecosystem

• Understanding of insurance

• PREFERRED: Fluent in Spanish

• PLUSES: Familiar with tools like Intercom, digital phone systems, GSuite, and Square

Responsibilities: 

1. Assist in inbound customer messages

• Respond to customer questions surrounding membership, insurance, and care at Tia

• Respond to, report on, and solve any bugs customers are experiencing on our site 

• Respond to all messages in a timely manner that meets our turnaround time (TAT) 

• Organizing and optimizing Tia’s inbox to best support trend tracking

• Respond to Live Chats from potential members

• Hit membership sales targets

2. Own incoming + scheduled sales phone calls for Pacific and Mountain time zones

• Answer incoming phone calls and assist with questions surrounding membership, care, and insurance

• Host all scheduled sales calls with prospective members

• Explore new opportunities to reach pre-members by phone to encourage sign-ups

3. Assist in Insurance Verification

• Triage with internal teams to ensure pre-members get insurance checked in a timely manner

• Have a basic understanding of insurance language to help answer insurance-related questions for pre-members

4. Sharing insight + support analytics

• Know how and when to report constructive feedback 

• Share monthly learnings about trending questions 

• Share insights on how Tia can continue to optimize and scale all things relating to membership sales

About Us: 

Founded in 2017 by Carolyn Witte and Felicity Yost, Tia is a 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.