Quality Assurance Coordinator

Summary

Join Thyme Care as a Quality Assurance Coordinator and play a vital role in ensuring high-quality interactions between our Care Team and cancer patients, caregivers, physicians, and vendors. You will review communications, assess them against quality standards, and identify trends to inform training and enablement. This position involves scoring Care Team interactions, contributing to training resource development, and partnering with the team to enhance member experience. Success in this role requires a service-oriented background, quality auditing experience, strong communication skills, and comfort with ambiguity in a fast-paced environment. The position is full-time and requires location within the lower 48 United States.

Requirements

• Have worked in service-oriented roles and have familiarity with quality auditing, coaching, and feedback
• Be an effective listener and communicator
• Be comfortable with ambiguity
• Have a desire to learn how to use new technologies
• Have experience with video software, Google Suite, Slack, and electronic health records, or be comfortable with learning new software applications
• Be located within the lower 48 United States due to contractual limitations with accessing PHIs

Responsibilities

• Review our Care Team’s interactions with members, their caregivers, physicians, and vendors/resources (via telephone, text, and email) and assess those interactions against our quality standards to make sure that we’re keeping high and consistent quality standards across our Care Team
• Play a key part in identifying and surfacing quality trends and training needs to inform better enablement materials and coaching areas for the Care Team
• Assist with developing training resources for ongoing department education, such as product updates/releases and changes in workflows/processes, as-needed
• Become an invaluable partner to our Care Team by identifying training and enablement opportunities, and ensuring that the team has the right resources to provide the best member experience
• Constantly be on the lookout to improve effectiveness and quality of our work with our members

Preferred Qualifications

• Act with our members in mind
• Move with purpose
• Seek diverse perspectives
• Have an operational orientation

Benefits

• This is a non-exempt, full time position
• The pay rate for this role is $ 33.66-34.62 /hour