Quality, Training, and Enablement Associate

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 Quality, Training, and Enablement Associate, it will be your job to help coordinate new hire onboarding, build onboarding materials, and lead training sessions with new hires on the Care Team. You will also review our Care Team new hire interactions with members, their caregivers, physicians, and vendors/resources (via telephone, text, and email) and assess those interactions against our quality standards to make sure that we’re keeping high and consistent quality standards across our Care Team new hires as they ramp up. The Care Team is on the frontlines serving individuals diagnosed with cancer as their advocate and navigator throughout care. Members of the Care team spend most of their days speaking with members, helping them surface their goals and priorities, and facilitating their interactions with healthcare providers to help them to make informed decisions and get access to the right care and resources at the right time

This role reports into the Senior Manager of Quality, Training, and Enablement and in it, you will spend a significant portion of your time each day coordinating or facilitating training sessions, assisting in the development of Care Team onboarding training content, and reviewing Care Team new hire interactions with members, their caregivers, physicians, and vendors/resources; assessing interactions against our quality standards to ensure that quality standards are met consistently by new hires by the end of their onboarding period. This role will help to maintain and continuously develop a comprehensive Care Team onboarding program at Thyme Care, ensuring member, partner, physician, and health plan satisfaction. As a member of the quality team, you may also assist with routine call reviews for existing Care Team members and develop training resources for ongoing department education, such as product updates/releases, changes in workflows/processes, etc.

WHAT LEADS TO SUCCESS

After your first three months you will have:

• Completed training and are up to speed on Thyme Care systems, tools, technology, partners, and the Care Team. 
• Begun auditing care team interactions and recording improvements to share with Care Team leadership.
• Assisted with the development of onboarding training resources.
• Owned the coordination and scheduling of at least two new hire classes.

On an ongoing basis you will have:

• Become an invaluable partner to our care team, identifying and contributing to ongoing training and enablement opportunities, as well as ensuring everyone has proper coaching throughout onboarding to lead to the best member experience.
• Constantly be on the lookout to improve effectiveness and quality of our work with our members. 

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.  You’re always solving problems and going the extra mile for others.
• Seek diverse perspectives. You are humble and proactively seek feedback from others. You’re always looking to learn and grow.
• Operational orientation. Creating and improving processes is second nature for you. You build repeatable, reliable, and efficient processes and are able to train others accordingly.
• Expertise. You have experience facilitating and building new hire onboarding training.You’ve worked in service-oriented roles that require quality auditing skills and have the ability to coach and provide feedback.
• Effective listener and communicator. You are persuasive and articulate, but you always start by listening. You build rapport, trust, and great working relationships with colleagues.
• Comfort with ambiguity. You have a proven track record of success within scaling businesses, fast-paced environments, and/or startups. You understand that rapid changes to the business, strategy, organization, and priorities is 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. You have experience with video software, Google Suite, Slack, and electronic health records, or you are comfortable with learning new software applications.

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.

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.

Our salary ranges are based on paying competitively for our size and industry, and are one part of the total compensation package that also includes equity, benefits, and other opportunities at Thyme Care. Individual pay decisions are based on a number of factors, including qualifications for the role, experience level, skillset, geography, and balancing internal equity relative to other Thyme Care employees. In accordance with New York City law, the base salary for this role if filled within New York City is $60,000 - $75,000. The salary range could be lower or higher than this if the role is hired in another location. 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.