Bilingual Care Partner

About the role

As a bilingual Spanish/English Care Partner, you will engage Thyme Care members and navigate them through their cancer journey. You will report to a Care Partner Team Lead and spend most of your day reaching out to members by phone, text, and email. You will identify changes in members' health and social needs, discuss their goals and values to support advanced care planning, and connect them to resources. You will assess the urgency of their needs, determine root causes, and establish appropriate next steps, including connecting members to healthcare and community-based resources such as Thyme Care nurses, providers, transportation, financial grants, emotional support resources, and insurance-provided benefits.

In this role, you will serve as the primary point of contact throughout the member’s Thyme Care journey, collaborating closely with an interdisciplinary team of healthcare professionals to ensure holistic support. You will spend most 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, requiring strong time management and focus.

After your first three months, you will have completed virtual onboarding and training, built trusting relationships with members, and be proficient in identifying and prioritizing member needs. You will consistently meet productivity and quality metrics, participate in coaching sessions, and adhere to scheduled shifts to ensure consistent member coverage.

Responsibilities

• Engage with members to identify changes in their health and social needs.
• Discuss goals and values to support advanced care planning.
• Assess the urgency of member needs and determine appropriate next steps.
• Connect members to healthcare and community-based resources, including Thyme Care nurses, providers, transportation, financial grants, emotional support, and insurance benefits.
• Research and connect members with external healthcare providers and resources.
• Serve as the primary point of contact for members throughout their Thyme Care journey.
• Collaborate with an interdisciplinary team to ensure holistic member support.
• Handle inbound and outbound calls in a high-volume, structured environment.
• Shift between member interactions, documentation, and coordination tasks efficiently.
• Complete language proficiency testing for Spanish interactions.
• Build strong, trusting relationships with members through listening and empathy.
• Prioritize member needs and assist in overcoming barriers (e.g., health literacy, unstable housing).
• Follow Care Team policies, procedures, and escalation pathways.
• Meet or exceed productivity and quality metrics, including call volume, responsiveness, and documentation timeliness.
• Participate in coaching and development sessions to apply feedback and best practices.
• Adhere to scheduled shifts, including time in queue, breaks, and availability expectations.
• Drive value in member interactions through high-priority activities such as:
  • Advanced care planning support
  • Coordinating care, including telehealth visits
  • Escalating clinical symptoms to clinical teams

Requirements

• 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).
• Ability to assess and address both stated and unexpressed member needs.
• Proven ability to build rapport and trust quickly in a primarily phone-based environment.
• Passionate, trustworthy, and empathetic when working with clients.
• Strong communication and interpersonal skills, with the ability to speak concisely to clients and team members.
• Organized with confidential client material and appointment tracking.
• Flexible and adaptable in response to changing client and healthcare provider needs.
• Comfort with technology, including video chatting, Google Suite, Slack, and electronic health records.
• Experience working in a remote role with a quiet, secure workspace and limited distractions.
• Ability to test internet speed to ensure applications function as expected.
• Fully vaccinated against COVID-19, subject to exemptions based on medical or religious objections.

Skills

• A member-first approach, motivated by assisting people during challenging times.
• Bias to action, with the ability to prioritize urgent and important needs.
• Humility and proactive seeking of feedback from diverse perspectives.
• Effective listening and communication, building rapport with members and colleagues.
• Comfort with ambiguity, particularly in scaling businesses or fast-paced environments.

Benefits

Thyme Care is committed to promoting the health and well-being of all individuals. We embrace and celebrate diversity of perspectives in reflection of our members and the patients we serve. We are an equal opportunity employer.

Pay

The pay rate for this non-exempt, full-time position is $24.76/hour.

Schedule

This role includes a schedule with a 30-minute lunch and two 15-minute breaks to ensure sufficient coverage at all times. You will adhere to scheduled shifts, including time in queue and availability expectations.