Bilingual Care Partner
Engages Spanish- and English-speaking cancer-care members through phone, text, and email, assessing needs and coordinating healthcare and community resources. The role requires at least two years of patient-facing navigation or coordination experience, strong communication skills, and success in a high-volume, metrics-driven environment.
About the job
Responsibilities
- Engage Thyme Care members by phone, text, and email throughout their cancer-care journey.
- Identify health and social needs, discuss goals and values, support advanced care planning, and connect members with resources.
- Assess urgency, determine root causes, and establish appropriate next steps.
- Coordinate connections to Thyme Care nurses and providers, healthcare providers, transportation, financial grants, emotional support, and insurance benefits.
- Serve as the primary member contact while collaborating with an interdisciplinary healthcare team.
- Handle inbound and outbound calls in a structured, high-volume phone queue.
- Document interactions, coordinate care, support telehealth visits, and escalate clinical symptoms to clinical teams.
- Meet productivity and quality metrics, including call volume, responsiveness, documentation timeliness, and member engagement.
- Participate in coaching and development sessions and follow scheduled shifts, queue coverage, escalation pathways, and team procedures.
Requirements
- At least 2 years of experience in patient-facing care coordination, healthcare navigation, non-clinical case management, resource navigation, or community health work.
- Bilingual Spanish/English proficiency and completion of language proficiency testing.
- Experience in a fast-paced, high-volume, metrics-driven environment such as a contact center, care navigation, or care coordination.
- Ability to assess stated and unstated member needs, build rapport quickly, communicate concisely, and maintain confidential information.
- Strong organization, time management, listening, interpersonal, problem-solving, and adaptability skills.
- A member-first, empathetic approach and comfort working in structured, feedback-oriented environments.
- Comfort with video chat, Google Suite, Slack, electronic health records, and learning new technology.
- Previous remote-work experience and a quiet, secure workspace with limited distractions during scheduled shifts.
Nice-to-haves
- Healthcare experience.
- Experience supporting people and families affected by cancer.
- Experience in a scaling business, startup, or rapidly changing environment.
Compensation and Benefits
- Virtual onboarding and training lasting two weeks.
- Schedule includes a 30-minute lunch and two 15-minute breaks.
Skills
Care Coordination, Healthcare Navigation, Case Management, Resource Navigation, Community Health, Advanced Care Planning, Telehealth, Electronic Health Records, Google Workspace, Slack, Documentation
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