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 mission:

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 teams, and prior experience in healthcare or tech.

After your first three months, you will:

• Have completed training and are on the path to becoming an expert on our Thyme Care systems, tools, technology, partners, and expectations
• 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
• Directly manage and serve as an escalation point to a team of Care Partners
• Monitor quality and productivity metrics of each team member, and develop coaching and remediation plans accordingly
• Provide support on building and maintaining resources, schedules, project initiatives, and policies and procedures
• Lead team meetings, drive engagement, and promote the Thyme Care vision and strategy
• Provide overflow and on-call coverage support, as needed

What leads to success:

• A member-first approach. You’re personally motivated by our mission and are passionate about assisting people and their families during one of the most challenging seasons in their lives.
• 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. 
• Coach. You’ve built and developed a team. You’re never afraid to get your hands dirty, but you can take a step back and connect the company’s strategy to your team’s 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.

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 has adopted a mandatory COVID-19 vaccination policy, requiring all employees to receive a COVID-19 vaccination as a condition of employment, subject only to conflicting laws and approved exemptions based on medical or religious objections. 

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.