Community Care Partner

Thyme Care•New York, NY

3d•Hybrid

About The Position

As a Community Care Partner, your job is to engage Thyme Care members in their communities and offer navigation support through their cancer journey. You will report to a Senior Leader of the Care Partner Team. You will spend a portion of your time each week engaging members in person directly within the community and a portion of your time each week supporting members virtually. Your remote work will consist of connecting with our members by phone, text, and email. This position will serve as our “boots on the ground” - an in person extension of our hybrid care model, and will support our mission by helping us: Connect to and enroll members into our program Deliver care & support to those who prefer in person rather than virtual services through brief intervention Assist with high risk members who have been recently discharged from the hospital Facilitate telemedicine visits for our Thyme Care Medical providers Coordinate the set-up of devices that will empower our members to easily access telemedicine services. You will engage with our members to identify changes in their health & social needs, discuss their goals and values to support advanced care planning, and connect them to resources. Part of your role will also be to assess the urgency of their need, determine the root cause and establish the appropriate next step. You will be completing “door knocks” for prospective members that have been hard to reach and attempting to enroll them in our services. You will be responsible to connect the member to appropriate healthcare and community-based resources including Thyme Care nurses and providers. You will also research and connect members with external healthcare providers, transportation, financial grants, emotional support resources, and insurance-provided benefits. You will execute your member support using screening tools, prior experience, and problem solving skills. In this critical role, you will collaborate closely with an interdisciplinary team of healthcare professionals, including nurses, nurse practitioners, social workers, and physicians, to ensure the member has holistic support. As a growing company with an evolving care model, responsibilities may shift & additional responsibilities may be required. Note: In order to ensure we have sufficient coverage at all times, we maintain a schedule that includes a 30-minute lunch and two 15-minute breaks. Our first priority is the safety of our team. While in the field, you will be supported by a “home base” operator who will follow along with you to ensure your safety. Additionally, you will be supported by a safety platform that allows for location tracking and real time emergency notifications. After your first three months, you will: Have completed virtual (and in-person) onboarding and training and are up to speed on Thyme Care systems, tools, technology, partners, and expectations. You will train with a remote Care Partner team as well as the Enrollment Specialist team to help learn how to navigate our systems. You’ll spend your day outreaching to members telephonically, enrolling them and/or researching community and healthcare resources that meet their needs, and connecting members to those resources. Have built strong, trusting relationships with your members, where listening and empathy are the foundation for every interaction. You use that relationship to prioritize how we should address their needs. Be able to identify and prioritize a member's needs and then know where to go to get them help. This means you’ll be working to connect them with their healthcare providers, community resources, social services, diagnostic appointments, and medical treatments. Follow Care Team policies and procedures, escalation pathways, best practices, and highest standards. You’re hitting your efficiency metrics and quality standards. Adherence to safety protocols and procedures as outlined by department Outreach to members via phone calls, emails, and/or text, as appropriate Conduct scheduled and unscheduled home visits, including the facilitation of telemedicine visits. Travel/ work within the community up to 50-80% of the week (this would be at full capacity which will likely not occur within the first 6 months) Provide referrals for services to community agencies as appropriate, as well as actively coordinate with internal clinical and non-clinical Care Team members alongside the member Participate in coaching and development sessions, and apply feedback and best practices to meet your productivity and quality goals Assist members in overcoming barriers to care (e.g., health literacy, unstable housing) Consistently drive value in your member interactions through high priority activities such as: Advanced care planning support Coordinating care, including telehealth visits Escalating clinical symptoms to our clinical teams.

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.
Experience delivering care in the homes & communities of your members.
Success in a metrics-driven, feedback-oriented environment.
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 virtual, telephonic environment, as well as in-person.
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.
Ability to maintain accurate records of patient interactions and health data.
Strong 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.
Ability and comfort to travel freely to member’s homes in the designated geographic area.
A member-first approach.
You’re personally motivated by our mission and are passionate about assisting people and their families during one of the most challenging seasons in their lives.
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 are humble and proactively seek feedback from others.
You’re always looking to learn and grow.
You are winsome and articulate, but you always start with listening and you hear what may not be voiced, because you listen so intently to others.
You build rapport and great working relationships with members and colleagues.
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.
Experience with video chatting, Google Suite, Slack, electronic health records or comfort learning new technology is important.
It’s important you’ve worked in a remote role in the past.
To ensure member privacy, you must operate in a quiet and secure environment with no/limited distractions during your scheduled shifts and are able to test your internet speed prior to starting to ensure our applications function as expected.
Follow Care Team policies and procedures, escalation pathways, best practices, and highest standards.
Adherence to safety protocols and procedures as outlined by department.

Nice To Haves

Community Health Worker (CHW) Certification or formal training preferred.
Healthcare experience preferred.

Responsibilities

Engage Thyme Care members in their communities and offer navigation support through their cancer journey.
Connect to and enroll members into our program.
Deliver care & support to those who prefer in-person rather than virtual services through brief intervention.
Assist with high risk members who have been recently discharged from the hospital.
Facilitate telemedicine visits for our Thyme Care Medical providers.
Coordinate the set-up of devices that will empower our members to easily access telemedicine services.
Engage with our members to identify changes in their health & social needs, discuss their goals and values to support advanced care planning, and connect them to resources.
Assess the urgency of their need, determine the root cause and establish the appropriate next step.
Complete “door knocks” for prospective members that have been hard to reach and attempt to enroll them in our services.
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 screening tools, prior experience, and problem solving skills.
Collaborate closely with an interdisciplinary team of healthcare professionals, including nurses, nurse practitioners, social workers, and physicians, to ensure the member has holistic support.
Outreach to members via phone calls, emails, and/or text, as appropriate.
Conduct scheduled and unscheduled home visits, including the facilitation of telemedicine visits.
Travel/ work within the community up to 50-80% of the week.
Provide referrals for services to community agencies as appropriate.
Actively coordinate with internal clinical and non-clinical Care Team members alongside the member.
Participate in coaching and development sessions, and apply feedback and best practices to meet productivity and quality goals.
Assist members in overcoming barriers to care (e.g., health literacy, unstable housing).
Drive value in member interactions through high priority activities such as: Advanced care planning support, Coordinating care, including telehealth visits, Escalating clinical symptoms to our clinical teams.