Thyme Care is an oncology digital health start-up that’s focused on radically improving the cancer experience with early and ongoing intervention. We help individuals with cancer, their caregivers, clinicians, health plans, and employers by coordinating integrated care that leads to better results, lower costs, and aligned incentives. Every Thyme Care member is assigned a personalized team of physician-guided oncology nurses and resource specialists who provide education, guidance, and advocacy as they navigate the complex healthcare system. We facilitate quick access to quality resources and high-value care, coordinating directly with providers and offering support every step of the way. Our high-touch, tech-enabled model generates actionable insights that allow us to identify at-risk members earlier and offer them the most relevant support based on where they are in their cancer journey—closing gaps in care and eliminating excess spend. 

Your role:

Our Member Experience team of Care Partners, Nurses, and Enrollment Specialists are on the frontlines, serving patients diagnosed with cancer as their advocate and navigator throughout the continuum of care. The team listens to member needs, helping them surface their goals and priorities, and assists in their interactions with healthcare providers to enable them to make informed decisions and have access to the right care and resources at the right time. 

The overarching goal of the Director, Member Experience role is to promote a caring, collaborative, and diverse Care Team culture and manage and improve our Care Team’s execution in day-to-day delivery of our services. This role will focus on organizational planning and staffing, direct management of Care Team members, and measuring efficiency and effectiveness of team and individual efforts and initiatives, all in service of optimizing the Care Team to deliver Thyme Care services at scale. This role will also work closely with our Operations, Clinical, Product, Data, and Marketing teams to improve the execution and scale of the Care Team and better refine, execute, and strategically expand our list of interventions. 

After 3 months you will have…

• Gotten up to speed on our business, payer partnerships, and provider relationships in existing markets and built strong relationships with our internal teams.
• Completed Care Team onboarding and become proficient in Thyme Care systems, tools, technology, processes, partners, and the team. 
• Provided deep, hands-on support in the engagement and development of the team in alignment with Thyme Care’s culture and developed a strong managerial relationship with each current Care Team member. 
• Interviewed and hired prospective candidates who “raise the bar” and enhance the Care Team.
• Enabled Care Team members to provide Thyme Care’s services in the most effective and efficient way.
• Improved Care Team planning, administrative, and management processes.
• Created and prioritized a Care Team roadmap of key team initiatives.
• Rolled up your sleeves and regularly engaged with members to build relationships, understand Care Team product and process usage, and resolved escalated issues.

After 6 months you will have…

• Led, coached and developed the performance of our Care Team and cultivated a team of best-in-class member advocates with foundations in engagement excellence that can be replicated as our core business expands.
• Set, owned, and delivered on Care Team goals with key metrics and KPIs that are cross-functionally aligned to Thyme Care’s overarching business strategy.
• Developed the strategic direction of the Member Experience organization and led cross-functional initiatives to improve Care Team effectiveness.
• Delivered meaningful member experience insights through qualitative and quantitative evidence to bring about organizational change.
• Established Care Team career pathing.
• Improved team processes and pivoted strategy based on objective learnings through data.
• Supported and represented the Care Team’s value and structure in client-facing engagements.

What leads to success:

• Managerial expertise. Deep experience in people management, especially within service-oriented fields. A proven track record of leading teams, developing excellent team culture, and driving business results
• Operational orientation. You are able to break things down into actionable steps and execute on plans with ease. You build repeatable, reliable, and efficient processes that can scale.
• Effective listener and communicator. You are persuasive and articulate but always start by listening. You build rapport, trust, and great working relationships with colleagues.
• Comfort with pace and 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.
• Expert stakeholder management. In previous roles, you’ve presented to different levels of leadership. This includes internal senior leaders and external stakeholders (ideally this also includes Physician/Clinical Executives). You can help our team describe meaningful trends and propose solutions with these different groups.   
• Biased to action. You’re a self-starter and don’t need anyone to tell you when to do something.
• Comfort with travel. You will be expected to meet regularly with our team and partners in Nashville, New Jersey, and beyond—and are happy to do it.

We are committed to promoting the health and well-being of all individuals. As a provider of cancer care navigation, we recognize that those with cancer constitute a vulnerable population at risk of contracting COVID-19.  As such, Thyme Care has adopted a mandatory COVID-19 vaccination policy, requiring all employees to receive a COVID-19 vaccination as a condition of employment, subject only to conflicting laws and approved exemptions based on medical or religious objections. 

Additionally, we believe employees should be paid fairly compared to their peers inside the company and in the market. We also believe that your personal needs and preferences should be taken into consideration so we allow some choice between equity and cash.

We recognize a history of inequality in healthcare. We’re here to challenge the status quo and create a culture of inclusion through the care we give and the company we build. We embrace and celebrate a diversity of perspectives in reflection of our members and the members we serve. We are an equal opportunity employer.