Care Partner Team Lead

Summary

Join Thyme Care as a Care Partner Team Lead and lead a frontline team, serving as advocates and navigators for members throughout their care journey. Manage non-clinical escalations, support team members, and improve service offerings by communicating feedback. The ideal candidate has a proven track record in leadership and mentorship, experience recruiting and leading high-performing hourly employees, and ideally, prior experience in healthcare, customer service, or tech. You will manage a team of Care Partners, lead team meetings, participate in the hiring process, monitor workflows, and track quality and productivity metrics. This role requires strong communication, coaching, and problem-solving skills, along with comfort in a fast-paced environment. The position offers a base salary of $65,000.

Requirements

• Have a proven track record in leadership and mentorship with experience recruiting and leading high performing, hourly employees
• Be 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

• Ideally, you also have prior experience in healthcare, customer service, or tech
• People-first. Thyme Care’s mission and members matter to you, deeply
• 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 your team and leadership
• Comfort with ambiguity. You have a proven track record of success within scaling businesses, fast-paced environments, and startups. You understand that rapid changes to the business, strategy, organization, and priorities is par for the course… and part of the adventure
• Coach . You know your team’s strengths and what motivates them, and you strive to keep morale high while constantly challenging them to beat their best and never lose sight of the goal
• Grit . You’re never afraid to get your hands dirty, but you can also take a step back and connect the company’s strategy to your team’s performance and execution
• A desire to learn how to use new technologies. 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
• Identify priorities and take action. You know how to identify and prioritize your team’s needs, and do what it takes to ensure that urgent and important needs are addressed immediately
• Bias to action . You’re a self-starter and don’t need anyone to tell you when to do something. You’re always solving problems and going the extra mile for others

Benefits

• The base salary for this role is $65,000
• The salary range could be lower or higher than this if the role is hired at another level
• Equity
• Benefits
• Other opportunities at Thyme Care