Imagine building a better healthcare journey for cancer patients, where individuals and their loved ones feel seen, supported, and heard by their care team – both in and out of the clinic. Where fast access to high-quality care is the norm, not the exception. Where patients have access to a care navigator to guide them through their diagnosis and trusted support all along the way.

At Thyme Care, we share a passion for transforming the cancer care experience – not just for patients but also for their caregivers and loved ones, as well as those delivering and paying for their care. Today, Thyme Care is known predominantly as a cancer care navigation company enabling value-based cancer care; in the next few years, we will become a nationally recognized technology-driven and provider-centric care delivery model, reshaping the landscape of cancer care access, delivery, and experience. Our commitment runs deep—we're not satisfied with the status quo but determined to redefine it.

To make this happen, we’re building a diverse team of problem solvers and critical thinkers to drive innovation and shape the future of healthcare. If you share our vision and want to be part of something truly meaningful, we want to hear from you. Together, we can revolutionize cancer care and make a difference that lasts a lifetime.

YOUR ROLE

As an Education and Enablement Coordinator, you will be primarily responsible for facilitating training sessions and developing training content for Thyme Care’s Care Team onboarding program. The Care Team is on the frontlines serving individuals diagnosed with cancer as their advocate and navigator throughout care. Care Team members are liaisons and coordinators between our members and those involved in their care: physicians, specialists, and the member’s health insurance plan. In addition to training Care Team new hires, you will also be responsible for reviewing trainees’ interactions with our members (via telephone, text, email, etc.) and providing coaching. This position will play a fundamental role in developing and maintaining the standards of quality that Thyme Care strives to meet by ensuring that new hires and existing Care Team members receive the training and coaching to be successful in their roles. In addition to ensuring that Care Team new hires receive the necessary training to be successful in their roles, this position will also play a key part in identifying and surfacing quality trends and training needs to inform better enablement materials and coaching areas for the Care Team. The population we serve is diverse, and we will need you to be confident working and speaking in English and Spanish fluently.

This role reports into the Quality, Training, and Enablement Manager and in it, you will spend a significant portion of your time each day facilitating training sessions 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 build and 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 will 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.
Expanded upon and optimized the onboarding program for our Care Team to ensure that new members are able to work independently and meet quality standards post-onboarding.
Begun auditing care team interactions and recording improvements to share with Care Team leadership.

On an ongoing basis you will have:

Become an invaluable partner to our care team, identifying training and enablement opportunities, and 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

A patient-first approach. You’re personally motivated by our mission and by what we are building. You seek to understand problems and help people solve them, especially this one.
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.
Fluency in Spanish and English. We work with members with whom Spanish is their primary language; it’s important that you understand English and Spanish to best support them.
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.
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 $33.66-34.62/hour. To perform this role you must be located within the lower 48 United States due to contractual limitations with accessing PHIs.

We are a growing organization and recruit and employ a large number of these roles. Because of this, we actively interview for this position even when we don't have an immediate opening. Candidates who complete the interview process and fit the role are eligible for the next available opening. We will reach back out once an open position becomes available.

The Recruiting team will share more information about our hiring philosophy during an initial phone screen and can answer questions you might have about it then.

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.

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.

Be cautious of recruitment fraud, and always confirm that communications are coming from an official Thyme Care email.

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