Virtual RN

Overview

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: what is product at tia
• Services: care services at tia
• Care principles: 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 (urgent needs, clinical needs, etc.)
3. When performing any handoffs to another team member, provide both the members and other Tia team members full context
4. Answer phone calls and call patients

Message responses

• Ensure each member’s message is responded to in a personal, empathetic way while adding context and informing members about their options in their healthcare
• Solution-oriented mindset — work to ensure Tia can support all members’ requests, no matter how difficult
• Maintain ownership of RN queues, prioritizing urgent clinical needs and working toward “Inbox Zero” through efficient task management and protocol-driven care
• Ensure members’ needs are met and follow internal processes if a member expresses concerns

Answering clinical questions in chat and escalating as appropriate

• Respond to clinical questions in chat within the agreed Turn Around Time while using Tia’s Tone of Voice Principles
• Provide patients with full context behind treatment recommendations
• Escalate patients to providers or urgent care using designed protocols

Other nurse tasks

1. Medication refills: execute 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 care

• 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 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
• Excellent communication, teamwork and management skills; empathic but resolute in decision-making; attentive to detail
• Knowledge of 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 through SOPs or from other team members
• Adherence to strict confidentiality standards and understanding of healthcare data privacy regulations (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

Tia is building a culture of excellence — in people, process and product. This is our northstar value. Excellence means a continuous pursuit of improvement, learning, and growth. We seek people who want to go on that journey and contribute to an excellent organization that supports the mission of enabling every woman to achieve optimal health, as defined by herself.

Lastly, to protect job seekers, note 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, contact