Thyme Care is an oncology digital health start-up that’s focused on radically improving the cancer experience with early and ongoing intervention. We help patients, caregivers, clinicians, health plans, and employers by coordinating integrated care that leads to better results, lower costs, and aligned incentives. Every Thyme Care member is assigned a personalized team of physician-guided oncology nurses and resource specialists who provide education, guidance, and advocacy as they navigate the complex healthcare system. We facilitate quick access to quality resources and high-value care, coordinating directly with providers and offering support every step of the way. Our high-touch, tech-enabled model generates actionable insights that allow us to identify at-risk members earlier and offer them the most relevant support based on where they are in their cancer journey—closing gaps in care and eliminating excess spend.

Your mission:

As our first Quality, Training, and Development Manager, you will be responsible for supporting, monitoring, and evaluating the quality of Thyme Care Care Team interactions with our members (via telephone, text, email, etc.). The population we serve is diverse, and we will need you to be confident working and speaking in English and Spanish fluently. It will be your role to create our quality standards and assess member interactions for accuracy and adherence to our quality and compliance standards. A key part of the role will be to share trends with the Thyme Care leadership team and create training that helps the Care team improve their skills and capacity to support members. 

As our Quality, Training, and Development Manager, you will play a fundamental role in developing and maintaining the standards of quality that Thyme Care strives to meet. This will require you to work closely with leaders across the business and to stay abreast of evolving regulatory requirements—while also looking for trends and areas of opportunity. 

This role reports into our VP of Clinical Operations and in it, you will spend a significant portion of your time each day reviewing interactions with members, their caregivers, physicians, and vendor/resource interactions; assessing and enhancing quality standards; and ensuring they are met consistently. In addition, you will assess interaction documentation, sharing feedback results to leadership. This feedback will be used to enhance onboarding and training within the care team to ensure the member’s experience with Thyme Care is incredible. This role will build and develop a comprehensive quality program at Thyme Care, ensuring member, partner, and physician satisfaction. This role will also help us collect and quantify efficiencies that could enhance the member experience in our program through automated technology and products. 

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. 
  • Have audited and built out a quality, training program for Thyme Care to ensure that we’re able to share the right information and ask the right questions in the right way at the right time to best support our members. You’ll have begun rolling out v1 of training to our Care Team to help them improve their interactions.
  • Have formalized feedback loops with leadership that highlight training opportunities. 
  • Begun auditing care team interactions and recording improvements to share with leadership and payer partners.

On an ongoing basis you will:

  • Become an invaluable partner to our care team, ensuring everyone has proper coaching to lead to the best member experience 
  • Help the Thyme Care team improve our products and services in tangible ways by relaying real feedback from patients and providers back to our Product and Care Teams. 
  • Constantly be on the lookout to improve effectiveness and quality of our work with patients.

WHAT LEADS TO SUCCESS

  • A patient-first approach. You’re personally motivated by our mission and by what we are building. You are empathetic, and desire 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. Deep experience in service-oriented roles in relevant fields that require quality auditing skills, paired with an ability to coach and provide feedback. 
  • Effective listener and communicator. 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, 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. Experience with video software, Google Suite, Slack, electronic health records or comfort with learning new software applications is important. Don’t worry if you don’t know how to use tools like the ones listed above yet, our team will be excited to help you learn. 
  • Comfortable with travel. You are able to travel for training and meetings 4-5 times each year. 
  • 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.

We recognize a history of inequality in health care. We’re here to challenge these systems with 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 patients our products serve. We are an equal opportunity employer.

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