Bilingual Care Partner (8:30AM - 5:00PM EST Shift)

OUR MISSION

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.

YOUR ROLE:

As a Care Partner, your job is to talk to, navigate, and guide our members who have cancer throughout their journey. You will report into our Care Partner Team Lead and spend most of your day reaching out to our members by phone, text, video, and email to check in on their needs. If members need support connecting with providers or resources (e.g., transportation, financial grants, emotional support resources, medical equipment) you are responsible to get it for them. Additionally, you help members schedule health and wellness visits with our provider team and conduct survey assessments to determine if there are changes in their health, what their needs are, and what their goals and values are for advanced care planning.

In order to ensure we have sufficient coverage at all times, we maintain a schedule that includes lunch and two breaks.

After your first three months, you will:

• Have completed virtual onboarding and training (three weeks long) and are up to speed on Thyme Care systems, tools, technology, partners, and expectations. You’re completing at least 30 calls with members each day.
• 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 ought to 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, social services, diagnostic appointments, and medical treatments.
• Follow Care Team policies and procedures, escalation pathways, best practices, and highest standards. You’re hitting your efficient metrics and quality standards.
• Be a valuable partner to our members, guiding them to the right resources and information to best support them throughout their care journey.
• Be on the lookout to improve the experience, quality, and outcomes of our work with members.

What leads to success:

Your resume and prior roles reflect:

• At least 2 years of experience in a patient-facing or member-facing role
• Success in a metrics-driven, feedback-oriented environment
• Experience working from home and/or in a fast-paced environment, a plus

• 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. Healthcare experience preferred.
• Move with purpose. 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.
• Seek diverse perspectives. You are humble and proactively seek feedback from others. You’re always looking to learn and grow.
• 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 and great working relationships with members and colleagues.
• Experience. A baseline knowledge of healthcare will be valuable to your success in this role. Ideally, we'd like to see 2+ years of experience working at the front office of a doctor's office, working in a healthcare cal