Bilingual Care Partner

Thyme Care•Remote, United States

81d•Remote

About The Position

Imagine building a better healthcare journey for patients with cancer, 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.

Requirements

At least 2 years of experience in a patient-facing role conducting care coordination, healthcare navigation, non-clinical case management, resource navigation, or community health work
Success in a metrics-driven, feedback-oriented environment
Bilingual (Spanish/English) Proficiency
Experience working in a fast-paced, high-volume, metrics-driven environment (e.g., contact center, care navigation, care coordination).
Experience in assessing and addressing both patient/member’s stated needs as well as the ability to identify needs that aren’t explicitly expressed
Ability to build rapport and trust quickly with patients/members in a high-volume, primarily phone-based environment
Passionate, trustworthy, and empathetic when working with clients
Ability to build relationships with different types of people, including clients, organization members, and health care providers
Good communication and interpersonal skills and ability to speak concisely to clients and Care Team members
Organized with confidential client material and appointment tracking
Flexible and adaptable in response to changing client and health care providers’ needs
Thrive in structured, high-volume environments and are energized by balancing efficiency with meaningful member interactions
A member-first approach. Personally motivated by our mission and are passionate about assisting people and their families during one of the most challenging seasons in their lives.
Biased to action. Know how to identify and prioritize initiative’s needs, and do what it takes to ensure that urgent and important needs are acted on immediately.
Humble and proactively seek feedback from others. Always looking to learn and grow.
Winsome and articulate, but always start with listening and hear what may not be voiced, because of listening intently to others.
Build rapport and great working relationships with members and colleagues.
Proven track record of success within scaling businesses, fast-paced environments, and/or startups.
Understand that rapid changes to the business, strategy, organization, and priorities is par for the course.
Experience with video chatting, Google Suite, Slack, electronic health records or comfort learning new technology is important.
Experience working in a remote role in the past.
Must operate in a quiet and secure environment with no/limited distractions during scheduled shifts.
Able to test internet speed prior to starting to ensure applications function as expected.
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.

Nice To Haves

Healthcare experience preferred.

Responsibilities

Engage Thyme Care members and navigate them through their cancer journey.
Reach out to members by phone, text, and email.
Engage with members to identify changes in their health & social needs.
Discuss their goals and values to support advanced care planning.
Connect members to resources.
Assess the urgency of their need, determine the root cause and establish the appropriate next step.
Connect the member to appropriate healthcare and community-based resources including Thyme Care nurses and providers.
Research and connect members with external healthcare providers, transportation, financial grants, emotional support resources, and insurance-provided benefits.
Execute member support using evidence-based assessments, prior experience, and problem solving skills.
Serve as the primary point of contact throughout the member’s Thyme Care journey.
Collaborate closely with an interdisciplinary team of healthcare professionals to ensure the member has holistic support in their care.
Work within a phone queue, handling both inbound and outbound calls in a structured, high-volume environment.
Frequently shift between member interactions, documentation, and coordination tasks throughout the day.
Complete virtual onboarding and training (two weeks long) and are up to speed on Thyme Care systems, tools, technology, partners, and expectations.
Outreach to members, research community and healthcare resources that meet their needs, and connect members to those resources.
Complete language proficiency testing for team members who interact directly with members in Spanish or evaluate the quality of member interactions conducted in Spanish.
Build strong, trusting relationships with members, where listening and empathy are the foundation for every interaction.
Prioritize how to address member needs based on established relationships.
Identify and prioritize a member's needs and then know where to go to get them help.
Connect members with their healthcare providers, community resources, social services, diagnostic appointments, and medical treatments.
Assist with overcoming barriers (e.g., health literacy, unstable housing).
Follow Care Team policies and procedures, escalation pathways, best practices, and highest standards.
Consistently meet or exceed defined productivity and quality metrics, including call volume, responsiveness, documentation timeliness, and member engagement.
Manage time effectively in a structured environment where performance is measured in real time.
Participate in coaching and development sessions, and apply feedback and best practices to meet productivity and quality goals.
Adhere to scheduled shifts, including time in queue, breaks, and availability expectations to ensure consistent member coverage.
Drive value in member interactions through high priority activities and assessments such as Advanced care planning support, Coordinating care, including telehealth visits, and Escalating clinical symptoms to our clinical teams.