Bilingual Quality Assurance Coordinator (English/Spanish)

Overview

At Thyme Care, we aim to transform the cancer care experience by providing high-quality, compassionate care to patients and their loved ones. Our mission extends beyond patients to caregivers and those involved in the care ecosystem. This role plays a crucial part in ensuring that our care team delivers a consistent, high-quality experience for all members, with a special focus on Spanish-speaking populations.

Responsibilities

• Conduct quality audits of Care Team interactions in both English and Spanish, focusing on communication effectiveness, empathy, accuracy, compliance, and member-centered service delivery.
• Identify quality trends, coaching opportunities, and training needs, and partner with leadership to improve performance and support continuous quality improvement initiatives.
• Audit interactions from Spanish-speaking Enrollment Specialists and Care Team members to ensure adherence to quality, compliance, and member experience standards.
• Assist with developing bilingual training resources, calibration exercises, and quality improvement initiatives.
• On an ongoing basis, conduct quality reviews of member interactions across multiple communication channels, including calls, text messages, and written correspondence in both English and Spanish.
• Partner with leadership to identify coaching opportunities and performance trends related to bilingual member interactions.
• Participate in calibration activities to ensure consistency and fairness in quality evaluations across English- and Spanish-language communications.
• Serve as the primary Quality Assurance reviewer for Spanish-language Enrollment Specialist interactions, ensuring consistent application of quality standards, compliance requirements, and member experience expectations.

Requirements

• Familiarity with Thyme Care systems, tools, technology, partners, and the Care Team.
• Experience in service-oriented roles, particularly in quality auditing, coaching, and feedback.
• Fluency in both English and Spanish, with the ability to independently assess recorded calls and written communications in both languages.
• Comfort with ambiguity and a proven track record of success in scaling businesses, fast-paced environments, and startups.
• Experience with video software, Google Suite, Slack, and electronic health records, or willingness to learn new software applications.

Qualifications

• Expertise in evaluating customer, patient, member, or call center interactions.
• Strong verbal and written communication skills in both English and Spanish.
• An operational orientation, capable of creating and improving processes and training others.
• A desire to learn and grow, seeking diverse perspectives and embracing cultural awareness.

Benefits

Thyme Care offers a competitive compensation package, including a starting pay rate of $33.66-34.62 per hour, and benefits that align with industry standards.

Pay

$33.66-34.62/hour

Schedule

This is a full-time position based in the lower 48 United States due to contractual limitations with accessing Protected Health Information (PHI).