Bilingual Care Partner at Thymecare

OUR MISSION We exist to create a more connected, compassionate, and confident experience for people with cancer and those who care for them. We make it easier to get answers, access high-quality care quickly, and feel supported throughout treatment and beyond. Today, Thyme Care is a market-leading value-based oncology care enabler, partnering with national and regional health plans, providers, and employers to deliver better outcomes and lower costs for thousands of people across the country. Our model combines high-touch human support with powerful technology and AI to bring together everyone involved in a person’s cancer journey: caregivers, oncologists, health plans, and employers. As a tech-native organization, we believe technology should strengthen the human connection at the center of care. Through data science, automation, and AI, we simplify complexity, improve collaboration, and help care teams focus on what matters most: supporting people through cancer. Looking ahead, our vision is bold: to become a household name in cancer care, where every person diagnosed asks for Thyme Care by name. If you’re inspired to make cancer care more human and to help reimagine what’s possible, we’d love to meet you. Together, we can build a future where every person with cancer feels truly cared for, in every moment that matters. WHAT YOU’LL DO As a bilingual Spanish/English Care Partner, your job is to engage Thyme Care members and navigate them through their cancer journey. You will report into a Care Partner Team Lead and spend most of your day reaching out to our members by phone, text, and email. 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 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 evidence-based assessments, prior experience, and problem solving skills. In this critical role, you will serve as the primary point of contact throughout the member’s Thyme Care journey, while collaborating closely with an interdisciplinary team of healthcare professionals to ensure the member has holistic support in their care. You will spend the majority of your day working within a phone queue, handling both inbound and outbound calls in a structured, high-volume environment. You will frequently shift between member interactions, documentation, and coordination tasks throughout the day, requiring strong time management and the ability to stay focused in a fast-moving environment. 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. After your first three months, you will: • Have completed virtual onboarding and training (two weeks long) and are up to speed on Thyme Care systems, tools, technology, partners, and expectations. You’ll spend your day outreaching to members, researching community and healthcare resources that meet their needs, and connecting members to those resources • Have completed language proficiency testing for team members who interact directly with members in Spanish or evaluate the quality of member interactions conducted in Spanish. • 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 and assist with overcoming barriers (e.g., health literacy, unstable housing). • Follow Care Team policies and procedures, escalation pathways, best practices, and highest standards. You consistently meet or exceed defined productivity and quality metrics, including call volume, responsiveness, documentation timeliness, and member engagement while managing your time effectively in a structured environment where performance is measured in real time. • Participate in coaching and development sessions, and apply feedback and best practices to meet your productivity and quality goals • Adhere to scheduled shifts, including time in queue, breaks, and availability expectations to ensure consistent member coverage. • Consistently drive value in your member interactions through high priority activities and assessments such as: • Advanced care planning support • Coordinating care, including telehealth visits • Escalating clinical symptoms to our clinical teams WHAT LEADS TO SUCCESS Your resume and prior roles reflect: • 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 • Success in a metrics-driven, feedback-oriented environment • Bilingual (Spanish/English) Proficiency • Experience working in a fast-paced, high-volume, metrics-driven environment (e.g., contact center, care navigation, care coordination). • 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 high-volume, primarily phone-based environment • 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 • Good 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 • This role is ideal for individuals who thrive in structured, high-volume environments and are energized by balancing efficiency with meaningful member interactions 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. 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. Comfort with technology. 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. A quiet working space. 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. 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. This is a non-exempt, full time position. The pay rate for this role is $24.03/hour. To perform this role you must be located within the lower 48 United States due to contractual limitations with accessing PHIs. We offer a choice of great medical, dental, and vision insurance plans as well as a generous vacation policy for full-time employees, so you can prioritize the most important parts of your life. 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.