Care Partner Team Lead

Summary

Join Thyme Care as a Care Partner Team Lead and lead a frontline team, advocating for and navigating care for members. Manage non-clinical escalations, improve service offerings through feedback, and recruit and lead high-performing employees. You will manage a team, lead meetings, review candidate profiles, monitor workflows, and track quality metrics. Success requires a people-first approach, effective communication, comfort with ambiguity, coaching skills, grit, and a willingness to learn new technologies. Thyme Care offers a competitive salary, equity, benefits, and other opportunities.

Requirements

• Proven track record in leadership and mentorship with experience recruiting and leading high performing, hourly employees
• Available to work a set schedule, Monday through Friday

Responsibilities

• Lead one of our frontline teams who serve our members as their advocate and navigator throughout the continuum of care
• Manage non-clinical escalations from your team and enable them to best support our members
• Help improve Thyme Care’s service offerings by communicating feedback from members and providers back to our clinical leadership
• 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

Preferred Qualifications

Prior experience in healthcare, customer service, or tech

Benefits

• Equity
• Benefits
• Other opportunities at Thyme Care
• $65,000 base salary