Quality Assurance Coordinator

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 Quality Assurance Coordinator, it will be your job to review our Care Team’s interactions with members, their caregivers, physicians, and vendors/resources (via telephone, text, and email) and assess those interactions against our quality standards to make sure that we’re keeping high and consistent quality standards across our Care Team. The Care Team is on the frontlines serving individuals diagnosed with cancer as their advocate and navigator throughout care. Members of the Care team spend most of their days speaking with members, helping them surface their goals and priorities, and facilitating their interactions with healthcare providers to help them to make informed decisions and get access to the right care and resources at the right time This position will also play a key part in identifying and surfacing quality trends and training needs to inform better enablement materials and coaching areas for the Care Team. 

This role reports into the Senior Manager of Quality, Training, and Enablement and in it, you will spend a significant portion of your time each day reviewing and scoring Care Team interactions with members. As a member of the quality team, you may also have the opportunity to assist with developing training resources for ongoing department education, such as product updates/releases and changes in workflows/processes, as-needed.

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. 
• Begun auditing care team interactions and recording improvements to share with Care Team leadership.
• Identified and surfaced quality trends, helping to inform Care Team training needs.

On an ongoing basis you will have:

• Become an invaluable partner to our Care Team by identifying training and enablement opportunities, and ensuring that the team has the right resources to provide the best member experience.
• Constantly be on the lookout to improve effectiveness and quality of our work with our members.

WHAT LEADS TO SUCCESS

• Act with our members in mind. Thyme Care’s mission, and in particular our member experience, matters deeply to you. 
• 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.  You’re always solving problems and going the extra mile for others.
• Seek diverse perspectives. You are humble and proactively seek feedback from others. You’re always looking to learn and grow. 
• 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.
• Expertise. You’ve worked in service-oriented roles and have familiarity with quality auditing, coaching, and feedback. 
• Effective listener and communicator. You are persuasive and articulate, but you always start by listening. 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. You have experience with video software, Google Suite, Slack, and electronic health records, or you are comfortable with learning new software applications.

OUR VALUES

At Thyme Care, our core values—Act with our members in mind, Move with purpose, and Seek diverse perspectives—guide us in everything we do. They anchor our business decisions, including how we grow, the products we make, and the paths we choose—or don’t choose.

This is a non-exempt, full time position. The pay rate for this role is $33.66-34.62/hour. To perform this role you must be located within the lower 48 United States due to contractual limitations with accessing PHIs.

We are a growing organization and recruit and employ a large number of these roles. Because of this, we actively interview for this position even when we don't have an immediate opening. Candidates who complete the interview process and fit the role are eligible for the next available opening. We will reach back out once an open position becomes available.

The Recruiting team will share more information about our hiring philosophy during an initial phone screen and can answer questions you might have about it then.

We recognize a history of inequality in healthcare. We’re here to challenge the status quo and create 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 members we serve. We are an equal opportunity employer.

Be cautious of recruitment fraud, and always confirm that communications are coming from an official Thyme Care email.