Virtual RN
Tia is a full-stack women's healthcare company dedicated to improving healthcare for women through innovative products, tools, and clinical services, both virtually and in person. Our mission is to empower every woman to be her own patient advocate and receive significantly better healthcare by putting the soul back into medicine. We achieve this through a care philosophy designed to listen to and empower women, supported by clinicians who are central to our success.
About the Role
As a Virtual RN on the Care Connect team, you will collaborate across departments to enable providers to focus on patient care and support broader business objectives. You will serve as a health and wellness partner to Tia members, guiding them through the healthcare system and ensuring a concierge-level experience.
Reports To: Associate Manager - RN Team
Essential Functions & Responsibilities
Day-to-Day Patient Communications
- Triage member communications effectively.
- Manage inbound member messages, prioritizing based on urgency and type.
- Connect members to appropriate resources when their needs cannot be met directly (e.g., urgent or complex clinical needs).
- Provide comprehensive context during handoffs to other team members, ensuring clarity for both members and colleagues.
- Answer phone calls and communicate directly with patients.
Member Engagement and Support
- Respond to all member messages with empathy, personalization, and clear information about their healthcare options.
- Employ a solution-oriented approach to address member requests, regardless of complexity.
- Maintain ownership of RN queues, prioritizing urgent clinical needs and striving for 'Inbox Zero' through efficient task management and adherence to protocols.
- Ensure member needs are met and that concerns are addressed through established internal processes.
Clinical Question Answering and Escalation
- Respond to clinical questions via chat within the agreed-upon Turn Around Time, adhering to Tia's Tone of Voice Principles.
- Provide patients with thorough explanations for treatment recommendations.
- Escalate patients to providers or urgent care as per established protocols.
Additional Nursing Tasks
Medication Refills
- Process medication refills and bridges according to standing orders and protocols.
Lab and Imaging Management
- Report lab results.
- Manage lab and imaging results (including BI-RADS and complex screening panels), providing patients with immediate, actionable context.
Collaboration and Support
Care Team Collaboration
- Act as a cohesive unit with care team members to ensure a high-quality patient experience.
- Assist in the execution of clinical protocols and contribute to quality improvement initiatives across patient and provider care journeys.
Provider Support
- Support providers with daily tasks, including inbox management, prescription refills, and other clinical duties.
- Foster strong, collaborative relationships with providers and serve as the RN resource for market teams.
Minimum Qualifications & Target Experience
- Graduate of an accredited nursing program; BSN preferred.
- Active Registered Nurse state licensure in California (or in progress). Licensure in New York and Arizona is preferred.
- Flexibility to work evenings, weekends, and holidays.
- Reliable high-speed internet connectivity (Minimum Speeds: 3.8Mbps upload/3.0Mbps download; low latency).
- 1-3 years of experience in a healthcare or related field; previous leadership experience is preferred.
- Ability to thrive in a fast-paced environment with frequent changes, energized by metrics.
- Understanding of healthcare processes, medical terminology, and member engagement within a healthcare context.
- Excellent communication, teamwork, and management skills; empathetic yet decisive, with strong attention to detail.
- Proficiency with Electronic Medical Record (EMR) systems, clinical messaging platforms, and Google Workspace.
- Strong problem-solving skills and composure in high-pressure situations.
- Solution-oriented mindset, proactively seeking answers through SOPs or team collaboration.
- Adherence to strict confidentiality standards and understanding of healthcare data privacy regulations (e.g., HIPAA).
Physical Demands
- Prolonged periods of sitting or standing at a desk, working on a computer.
- Extensive use of keyboard, mouse, and multiple monitors for high-volume clinical documentation.
- Ability to maintain focused visual attention on digital medical records and patient communications for extended periods.
- Requires high-speed, reliable internet connectivity and a quiet, secure workspace suitable for 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.
Tia is committed to building a world-class team to revolutionize women's healthcare. We are an interdisciplinary group of clinicians, researchers, designers, technologists, and operators united by a mission to enable every woman to achieve optimal health, as defined by herself. Our culture is built on a shared set of values and principles.
Our Culture of Excellence
Excellence is our northstar value, driving continuous improvement in people, processes, and products. It's about constantly elevating performance, identifying potential through learning and experimentation, and embracing the pursuit of constant improvement rather than perfection. We seek individuals energized by setting new personal and organizational records.
Behaviors Demonstrating Excellence:
- A drive for constant improvement through experimentation, reflection, and a growth mindset.
- Presence and gratitude for the journey, not just the destination.
- Inquisitiveness: Asking "why" and "why again" to challenge the status quo.
- Grit and perseverance with a maker mentality and deep care for self and others.
- Commitment to uncovering talents and unlocking potential.
Excellence reflects the boldness of Tia's mission to create a fundamentally new paradigm for women's healthcare. This is an ongoing pursuit, not a destination.
Job Seeker Advisory: Be aware of potential scams. Tia will never ask for payment or sensitive financial information. All official communications will come from an @asktia.com email address. If you encounter anything suspicious, please contact [email protected].