Care Partner Team Lead

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 Team Lead, you will be leading one of our frontline teams who serve our members as their advocate and navigator throughout the continuum of care. This role reports into our Sr. Manager, Care Team, and in it, you will manage non-clinical escalations from your team and enable them to best support our members. Additionally, you will help improve Thyme Care’s service offerings by communicating feedback from members and providers back to our clinical leadership. In order to hit the ground running, we expect this person to have a proven track record in leadership and mentorship with experience recruiting and leading high performing, hourly employees. Ideally, you also have prior experience in healthcare, customer service, or tech. The ideal candidate will be available to work a set schedule, Monday through Friday. 

After your first three months, you will:

• Have completed Care Partner training and demonstrated competencies in a Care Partner role in a minimum 2-month ramp up period.
• During the ramp up of direct reports, TL will be expected to support the Care Partner team/ peers in any way needed while they have additional capacity. 
• Know our Care Team policies and procedures, escalation pathways, communications best practices, and documentation standards backwards and forwards, and actively share ideas on how to improve them.
• Be on the path to becoming an expert on our Thyme Care systems, tools, technology, partners, and expectations.
• Directly manage and serve as an escalation point to a team of Care Partners.
• Lead team meetings such as daily huddles and case conferences to drive member engagement and  enable our Care Teams.
• Run point on reviewing candidate profiles, updating Job Descriptions, participating in interview loops, and understanding the skills, qualities, and experience that set a candidate up for success. 
• Act as an air traffic controller by monitoring assignments and ensure workflows and queues are being effectively and efficiently managed. 
• Monitor quality and productivity metrics of your team and develop coaching and remediation plans accordingly.
• Provide support on building and maintaining resources and optimizing schedules and contributing to updating staffing requirements, project initiatives, and policies and procedures.
• Drive engagement and promote the Thyme Care vision and strategy.
• Provide Care Partner overflow, holiday, and on-call coverage support, as needed.

WHAT LEADS TO SUCCESS

• People-first. Thyme Care’s mission and members matter to you, deeply.
• 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 your team and leadership.
• Comfort with ambiguity.  You have a proven track record of success within scaling businesses, fast-paced environments, and startups. You understand that rapid changes to the business, strategy, organization, and priorities is par for the course… and part of the adventure. 
• Coach. You know your team’s strengths and what motivates them, and you strive to keep morale high while constantly challenging them to beat their best and never lose sight of the goal.
• Grit. You’re never afraid to get your hands dirty, but you can also take a step back and connect the company’s strategy to your team’s performance and execution.
• 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 chatting, Google Suite, Slack, electronic health records or comfort learning new technology is important.
• Identify priorities and take action. You know how to identify and prioritize your team’s needs, and do what it takes to ensure that urgent and important needs are addressed immediately.
• 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.

OUR VALUES

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

Our salary ranges are based on paying competitively for our size and industry, and are one part of the total compensation package that also includes equity, benefits, and other opportunities at Thyme Care. Individual pay decisions are based on several factors, including qualifications, experience level, skillset, geography, and balancing internal equity relative to other Thyme Care employees. 

The base salary for this role is $65,000. The salary range could be lower or higher than this if the role is hired at another level. 

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.