Care Partner

About the role

As a 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. Your role involves identifying changes in members' health and social needs, discussing their goals and values to support advanced care planning, and connecting 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.

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. The majority of your day will be spent 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.

Note: The schedule includes a 30-minute lunch and two 15-minute breaks to ensure sufficient coverage at all times.

Responsibilities

• Outreach to members to identify health and social needs, and connect them to appropriate resources.
• Discuss members' goals and values to support advanced care planning.
• Assess the urgency of members' needs, determine root causes, and establish next steps.
• Connect members to healthcare providers, community resources, social services, diagnostic appointments, and medical treatments while assisting with overcoming barriers (e.g., health literacy, unstable housing).
• Serve as the primary point of contact for members throughout their Thyme Care journey.
• Collaborate with an interdisciplinary team of healthcare professionals to ensure holistic support.
• Handle both inbound and outbound calls in a high-volume, structured phone queue environment.
• Shift between member interactions, documentation, and coordination tasks efficiently.
• Adhere to Care Team policies, procedures, escalation pathways, and best practices.
• Meet or exceed defined productivity and quality metrics, including call volume, responsiveness, documentation timeliness, and member engagement.
• Participate in coaching and development sessions, applying feedback to meet productivity and quality goals.
• 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.
• 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 needs of patients/members.
• 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 Care Team members.
• Organized with confidential client material and appointment tracking.
• Flexible and adaptable in response to changing client and healthcare providers’ needs.
• Comfort with technology, including video chatting, Google Suite, Slack, electronic health records, or the ability to learn new technology quickly.
• A quiet working space with no/limited distractions to ensure member privacy.
• Prior experience in a remote role.
• Must be located within the lower 48 United States due to contractual limitations with accessing PHI.

Qualifications

This role is ideal for individuals who:

• Thrive in structured, high-volume environments and are energized by balancing efficiency with meaningful member interactions.
• Have a member-first approach and are personally motivated by Thyme Care’s mission.
• Are passionate about assisting people and their families during challenging times.
• Move with purpose, are biased to action, and prioritize urgent and important needs.
• Seek diverse perspectives, are humble, and proactively seek feedback.
• Are effective listeners and communicators, building rapport and strong working relationships.
• Are comfortable with ambiguity and have a proven track record in scaling businesses, fast-paced environments, or startups.

Benefits

• A choice of great medical, dental, and vision insurance plans.
• A generous vacation policy for full-time employees.

Pay

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