Bilingual Administrative Assistant Team Lead

Thyme Care is a value-based oncology management platform that provides personalized, clinically coordinated care to individuals with cancer. Thyme Care pairs human guidance with software and analytics to engage members with a cancer diagnosis , quickly connect them to the right care, and provide ongoing support through targeted, evidence-based interventions. The company’s unique approach establishes deep provider relationships and integrates with a health plan’s existing infrastructure, coordinating value-driven care that leads to better outcomes, lower costs and an improved member experience. Backed with venture funding from Andreessen Horowitz (a16z), Alley Corp, Frist Cressey Ventures, Casdin Capital and Bessemer, Thyme Care partners with health insurance plans and providers to extend the reach of high-quality cancer care through flexible value-based payment arrangements, including risk-based programs.

YOUR ROLE 

As a bilingual Spanish/English Administrative Assistant Team Lead, you will be leading one of our frontline teams by managing inbound calls, texts, emails, and faxes from members and providers and connecting them to their Care Team. Additionally, you and your team will provide administrative support by generating member reports, data entry, and checking and sending mail on behalf of the Care Team. This role reports into our Care Partner Team Lead, and in it, you will manage non-clinical escalations from your team and enable them to best support our members. In order to hit the ground running, we expect this person to have a proven track record in leadership and mentorship with experience recruiting and leading high performing, hourly employees. Ideally, you also have prior experience in healthcare, customer service, or tech. This is an in-office (hybrid) role based in Nashville, with the flexibility to work from home up to 3 days a week.

Within your first month, you will:

• Have completed Administrative Assistant training and demonstrated excellence in the Administrative Assistant role as you ramp up.
• Know our Care Team policies and procedures, escalation pathways, communications best practices, and documentation standards backwards and forwards, and actively share ideas on how to improve them.
• Be on the path to becoming an expert on our Thyme Care systems, tools, technology, partners, and expectations.
• Directly manage and serve as an escalation point to a team of Administrative Assistants.
• Lead team meetings as needed to drive performance and enable your team.
• Provide Administrative Assistant inbound telephonic, text, fax, and email support for our members, and be able to identify and triage a member's needs to connect them with our Care Teams for clinical support and care coordination.
• Manage PTO requests, reimbursements, time sheets, and schedule adherence for your team.
• Ensure the office space is kept secure of PHI and mailer materials.
• Ensure mail is sent timely to members on behalf of the Care Team and check the Nashville-based PO box.
• Ensure weekly surveys are sent within SLA to our members and daily reports are generated for our teams.
• Assist in scheduling patient and provider calls and case conferences, as needed.
• Participate in interviews to hire a best in class team of Administrative Assistants.
• Act as an air traffic controller by monitoring assignments, inbound call metrics, and by ensuring workflows and queues are being effectively and efficiently managed. 
• Monitor queues, quality and productivity metrics of your team, and develop coaching and remediation plans accordingly. You’ll also begin to perform quality assurance audits for your team, and will continue as needed.

Within your first three months, you will:

• Run point on reviewing candidate profiles, updating Job Descriptions, participating in interview loops, and understanding the skills, qualities, and experience that set a candidate up for success. 
• Provide support on building and maintaining resources and optimizing schedules and contributing to updating staffing requirements, project initiatives, and policies and procedures.
• Contribute to special projects, data entry, and the development of SOPs, workflows, and enablement materials for your team.
• Drive engagement and promote the Thyme Care vision and strategy.
• Provide overflow, holiday, and on-call coverage support, as needed.

WHAT LEADS TO SUCCESS

• Act with our members in mind. Thyme Care’s mission, and in particular our member experience, matters deeply to you. 
• Move with purpose. You’re biased to action. You know how to identify and prioritize your initiative’s needs, and do what it takes to ensure that urgent and important needs are acted on immediately.
• Seek diverse perspectives. You are humble and proactively seek feedback from others. You’re always looking to learn and grow.
• Bilingual. You’re fluent in English and Spanish. 
• Organized. You bring structure to chaos. You’re skilled in juggling multiple tasks and working under pressure without sacrificing organization in your communications and documentation.
• Effective listener and communicator. You are winsome and articulate, but you always start with listening and you hear what may not be voiced, because you listen so intently to others. You build rapport and great working relationships with members and colleagues.
• Comfort with ambiguity. Start-ups are fast-paced environments, and you understand that rapid changes to the business, strategy, organization, and priorities are par for the course.
• A desire to learn how to use new technologies. We are a technology company focused on interacting with folks during the season where they need it most. Experience with video chatting, Google Suite, Slack, electronic health records or comfort learning new technology is important.
• Identify priorities and take action. You know how to identify and prioritize a member's needs, and do what it takes to ensure that urgent and important needs are addressed immediately.
• Culture carrier. You’re curious, resilient, have a growth mindset, and are committed to fostering a positive environment. 

OUR VALUES

At Thyme Care, our core values—Act with our members in mind, Move with purpose, and Seek diverse perspectives—guide us in everything we do. They anchor our business decisions, including how we grow, the products we make, and the paths we choose—or don’t choose.

This is a non-exempt, full time position. The pay rate for this role is $26.44/hour. 

We are committed to promoting the health and well-being of all individuals. As a provider of cancer care navigation, we recognize that those with cancer constitute a vulnerable population at risk of contracting COVID-19.  As such, Thyme Care employees are expected to be fully vaccinated against COVID-19 as defined by the Centers for Disease Control and Prevention, subject to conflicting laws and exemptions based on medical or religious objections.

Additionally, we believe employees should be paid fairly compared to their peers inside the company and in the market. We also believe that your personal needs and preferences should be taken into consideration so we allow some choice between equity and cash.

We recognize a history of inequality in healthcare. We’re here to challenge the status quo and create a culture of inclusion through the care we give and the company we build. We embrace and celebrate a diversity of perspectives in reflection of our members and the members we serve. We are an equal opportunity employer.