Quality Assurance Coordinator

As a Quality Assurance Coordinator, it will be your job to review our Enrollment Team’s interactions with members and assess those interactions against our quality standards to make sure that we’re keeping high and consistent quality standards across our Enrollment Team. The Enrollment team is responsible for outreaching and enrolling prospective new members. Our Enrollment Specialists outreach prospective members to educate them on our services and encourage them to enroll in Thyme Care to receive free-of-cost support throughout their cancer journey. This position will also play a key part in identifying and surfacing quality trends and training needs to inform better enablement materials and coaching areas for the Enrollment Team.

This role reports into the QTE Manager role and in it, you will spend a significant portion of your time each day reviewing and scoring Enrollment Team interactions with members. As a member of the quality team, you may also have the opportunity to assist with developing training resources for ongoing department education, such as product updates/releases and changes in workflows/processes, as-needed.

WHAT YOU’LL DO

After your first three months you will have:

• Completed training and are up to speed on Thyme Care systems, tools, technology, partners, and the Enrollment and Care Teams.
• Begun auditing Enrollment Team interactions and recording improvements to share with Enrollment Team leadership.
• Identified and surfaced quality trends, helping to inform Enrollment Team training needs.

On an ongoing basis you will have:

• Become an invaluable partner to our Enrollment 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.

WHAT LEADS TO SUCCESS

• Act with our members in mind. Thyme Care’s mission, and in particular our member experience, matters deeply to you.
• Move with purpose. You’re biased to action. You know how to identify and prioritize your initiative’s needs, and do what it takes to ensure that urgent and important needs are acted on immediately.  You’re always solving problems and going the extra mile for others.
• Seek diverse perspectives. You are humble and proactively seek feedback from others. You’re always looking to learn and grow.
• Operational orientation. Creating and improving processes is second nature for you. You build repeatable, reliable, and efficient processes and are able to train others accordingly.
• Expertise. You’ve worked in service-oriented roles and have familiarity with quality auditing, coaching, and feedback.
• Effective listener and communicator. You are persuasive and articulate, but you always start by listening. You build rapport, trust, and great working relationships with colleagues.
• Comfort with ambiguity. You have a proven track record of success within scaling businesses, fast-paced environments, and/or startups. You understand that rapid changes to the business, strategy, organization, and priorities is par for the course.
• 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. You have experience with video software, Google Suite, Slack, and electronic health records, or you are comfortable with learning new software applications.

OUR VALUES

At Thyme Care, our core values—Act with our members in mind, Move with purpose, and Seek diverse perspectives—guide us in everything we do. They anchor our business decisions, including how we grow, the products we make, and the paths we choose—or don’t choose.

This is a non-exempt, full time position. The pay rate for this role is $26.44- $36.06/hour.