Care Partner 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 Care Partner Team Lead, you will be leading one of our frontline teams who serve our members as their advocate and navigator throughout the continuum of care. This role reports into our Director of Member Experience, and in it, you will manage non-clinical escalations from your team and enable them to best support our members. Additionally, you will help improve Thyme Care’s service offerings by communicating feedback from members and providers back to our clinical leadership. In order to hit the ground running, we expect this person to have a proven track record in leadership and mentorship, ideally with experience leading high performing teams, and prior experience in healthcare, customer service, or tech.

After your first three months, you will:

• Have completed Care Partner training and demonstrated competencies in a Care Partner role in a minimum 2-month ramp up period.
• 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 Care Partners.
• Lead team meetings such as daily huddles and case conferences to drive member engagement and  enable our Care Teams.
• Act as an air traffic controller by monitoring assignments and ensure workflows and queues are being effectively and efficiently managed. 
• Monitor quality and productivity metrics of your team and develop coaching and remediation plans accordingly.
• Provide support on building and maintaining resources, schedules, project initiatives, and policies and procedures.
• Drive engagement and promote the Thyme Care vision and strategy.
• Provide Care Partner overflow, holiday, and on-call coverage support, as needed.

WHAT LEADS TO SUCCESS

• People-first. Thyme Care’s mission and members matter to you, deeply.
• 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 your team and leadership.
• Comfort with ambiguity.  You have a proven track record of success within scaling businesses, fast-paced environments, and startups. You understand that rapid changes to the business, strategy, organization, and priorities is par for the course… and part of the adventure. 
• Coach. You know your team’s strengths and what motivates them, and you strive to keep morale high while constantly challenging them to beat their best and never lose sight of the goal.
• Grit. You’re never afraid to get your hands dirty, but you can also take a step back and connect the company’s strategy to your team’s performance and execution.
• 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 your team’s needs, and do what it takes to ensure that urgent and important needs are addressed immediately.
• Bias to action. You’re a self-starter and don’t need anyone to tell you when to do something. You’re always solving problems and going the extra mile for others.

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 $31.25/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.