Role Title: Member Sales Associate
Schedule: Part-Time (18-20hrs/week)
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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 background in Customer Service, and healthcare or health insurance.
In this role, you are responsible for supporting 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 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 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:
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
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
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
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 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.
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.
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.
Tia is an equal opportunity employer. We are proud to foster a workplace free from discrimination. We strongly believe that diversity of experience, perspectives, and background will lead 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, creating high-quality and user-centric products, and want to make waves in women's healthcare, join us!
