Director, Member Engagement

Thyme Care

Thyme Care

Administration
Remote · Nashville, TN, USA
Posted on Tuesday, April 2, 2024

Thyme Care is the leading value-based cancer care enabler, collaborating with payers and providers to transform the experience and outcomes for individuals living with cancer. The company partners with health plans, employers, and risk-bearing providers to assume accountability for enhanced care quality, improved health outcomes, and reduced total cost of care. Thyme Care's approach combines a technology-enabled Care Team and seamless integration with providers, creating a hybrid collaborative care delivery model that guides and supports the entire patient journey. Thyme Care empowers over 300 oncologists nationwide through purpose-built tech, advanced data analytics, and virtual patient engagement, driving better care and outcomes in value-based arrangements. Thyme Care is a founding member of CancerX and is backed by leading investors. To learn more about how Thyme Care is enabling the shift to value-based care in oncology, visit www.thymecare.com.

Your role:

As the Director of Member Engagement, your role will be crucial in defining our member enrollment and ongoing engagement strategy. Working collaboratively across teams, you will craft innovative marketing strategies for Thyme Care; collaborating closely with Enrollment, Care Delivery, Network, Operations, Data, and Clinical teams will lead to the development and execution of strategies closely aligned with our enrollment and retention goals. You will be responsible for managing our external marketing and engagement partners to identify and optimize direct-to-member and provider communications. This involves educating them about Thyme Care's services while fostering an affinity for our program. This role positions you as a driving force behind our current customer base and upcoming implementation initiatives. Your close collaboration with colleagues will be instrumental in shaping a strategic, data-driven, and creatively adept approach that resonates effectively with potential members and providers across various lines of business, contributing to organizational and company-level enrollment and retention goals. This role is an all-around athlete strategy and execution position focused on various initiatives to support Thyme Care’s member growth strategy and implementation. You will report to the VP of Marketing.

Your role:

  • Develop, sponsor, or quarterback agile plans in response to emerging issues/opportunities with strategic, collaborative, and data-driven judgment.
  • A combination of strategic and operational initiatives that focus on the member experience: integrated/experiential marketing, awareness campaigns, communication, and engagement initiatives that grow brand recognition with B2C audiences.
  • Contribute to and take ownership of enrollment and retention target numbers to drive organizational growth and success.
  • Build strong, trusting relationships with Enrollment, Care Delivery, Network, Product, Data and Clinical teams.
  • Get up to speed on our business, contract performance and targets, member engagements, payer and risk-bearing entity partnerships, and provider relationships.
  • Serve as Thyme Care’s member marketing and engagement subject matter expert and operator in external payer/risk-bearing entity and provider meetings.
  • Perform an extensive gap analysis and industry research to determine optimal practices and the most impactful enrollment and retention marketing strategies. Prioritize requirements according to their alignment with Thyme Care’s care model and product.
  • Collaborate closely with Enrollment to establish a closed-loop feedback mechanism for member responses, identifying trends to optimize Thyme Care’s value proposition.
  • Know the ins and outs of our Enrollment policies and procedures, escalation pathways, product workflows, communications best practices, and documentation standards.
  • Take ownership of end-to-end member engagement processes, including strategy development, content creation, collaboration with design teams, and successful campaign execution.
  • Define Thyme Care’s marketing productivity and outcome metrics, and surface trends in direct member communications informing investment.
  • Ensure ROI of compelling campaigns, communications, content, research, and outreach strategy.
  • Streamline delivery and access of member marketing campaigns, assets, and tools to enable cross-functional partners and scale member marketing excellence across the organization.
  • Show strong project management and organizational skills by handling multiple projects simultaneously. Enhance productivity through efficient processes and meticulous attention to detail.
  • Exhibit clear communication and influencing skills to facilitate effective collaboration and project success.

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.
  • Effective listener and communicator. Must be an articulate professional with excellent oral and written communication skills, with demonstrated experience in the ability to positively and creatively influence change and direction.
  • Experience. You have deep experience in lifestyle marketing and understand the nuances of healthcare. You’ve demonstrated the ability to develop impactful campaigns that engage and resonate with patients and providers. You’re an adept project manager, you stay organized even as priorities change quickly.
  • Comfort with pace and 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 are par for the course.
  • Expert stakeholder management. In previous roles, you’ve presented to different levels of leadership. This includes internal senior leaders and external stakeholders. You can help our team describe meaningful trends and propose solutions with these different groups.
  • Beginning with the end in mind. You are highly analytical. You can dive into member demographics, provider referral pathways to drive enrollment, and use those insights to drive growth and results. You can translate research and insights into actionable marketing plans.
  • You’re an owner. You act like an owner of our member enrollment and engagement goals, even though the team and strategy do not report to you.

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 $150,000 - $170,000. 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.