Care Partner

Thyme Care•Remote, United States

81d•Remote

About The Position

Thyme Care is a market-leading value-based oncology care enabler, partnering with national and regional health plans, providers, and employers to deliver better outcomes and lower costs for thousands of people across the country. Our model combines high-touch human support with powerful technology and AI to bring together everyone involved in a person’s cancer journey: caregivers, oncologists, health plans, and employers. As a tech-native organization, we believe technology should strengthen the human connection at the center of care. Through data science, automation, and AI, we simplify complexity, improve collaboration, and help care teams focus on what matters most: supporting people through cancer. Our vision is bold: to become a household name in cancer care, where every person diagnosed asks for Thyme Care by name. We are looking for individuals inspired to make cancer care more human and to help reimagine what’s possible, to build a future where every person with cancer feels truly cared for, in every moment that matters.

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.
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 the mission and passionate about assisting people and their families during challenging times.
Biased to action; know how to identify and prioritize initiative’s needs, and do what it takes to ensure urgent and important needs are acted on immediately.
Humble and proactively seek feedback from others; always looking to learn and grow.
Effective listener and communicator; winsome and articulate, but always start with listening and hear what may not be voiced.
Proven track record of success within scaling businesses, fast-paced environments, and/or startups.
Comfort with technology: Experience with video chatting, Google Suite, Slack, electronic health records or comfort learning new technology.
Must have a quiet working space, operate in a quiet and secure environment with no/limited distractions during scheduled shifts, and be able to test internet speed prior to starting.
Must be located within the lower 48 United States due to contractual limitations with accessing PHIs.

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 member goals and values to support advanced care planning.
Connect members to resources.
Assess the urgency of member needs, determine the root cause, and establish the appropriate next step.
Connect members 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.
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 clinical teams.