thyme-care - Bilingual Quality Assurance Coordinator (English/Spanish)

• As a Bilingual Quality Assurance Coordinator (English/Spanish), it will be your responsibility to review and evaluate our Care Team's interactions with members, caregivers, physicians, and community resources through telephone, text, and email communications. This includes conducting quality audits of both English- and Spanish-language interactions to ensure compliance with established quality standards and a consistent, high-quality member experience. • The Care Team serves individuals diagnosed with cancer as advocates and navigators throughout their care journey. In this role, you will assess communication effectiveness, empathy, accuracy, compliance, and member-centered service delivery across both languages. You will identify quality trends, coaching opportunities, and training needs while partnering closely with leadership to improve performance and support continuous quality improvement initiatives. • This role reports to the Quality Assurance Manager and requires a significant portion of time spent reviewing and scoring member interactions, including those conducted by Spanish-speaking Enrollment Specialists and Care Team members. As a member of the Quality team, you may also assist with developing bilingual training resources, calibration exercises, and quality improvement initiatives. • After your first three months you will have: • Completed training and are up to speed on Thyme Care systems, tools, technology, partners, and the Care Team. • Begun auditing Care Team interactions in both English and Spanish and recording improvement opportunities to share with Care Team leadership. • Evaluated interactions from Spanish-speaking Enrollment Specialists and Care Team members to ensure adherence to quality, compliance, and member experience standards. • Identified and surfaced quality trends across both English- and Spanish-language interactions, helping to inform Care Team training needs. • 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. • Conduct quality reviews of member interactions across multiple communication channels, including calls, text messages, and written correspondence in both English and Spanish. • Partner with leadership to identify coaching opportunities and performance trends related to bilingual member interactions. • Participate in calibration activities to ensure consistency and fairness in quality evaluations across English- and Spanish-language communications. • Constantly be on the lookout to improve the effectiveness and quality of our work with our members, including ensuring an equitable experience for Spanish-speaking populations. • Serve as the primary Quality Assurance reviewer for Spanish-language Enrollment Specialist interactions, ensuring consistent application of quality standards, compliance requirements, and member experience expectations. • WHAT LEADS TO SUCCESS • Act with our members in mind. Thyme Care's mission, and in particular our member experience, matters deeply to you. You understand the importance of delivering a consistent, high-quality experience for all members, including Spanish-speaking populations. • 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. You value cultural awareness and understand the importance of evaluating member interactions through an inclusive and equitable lens. • 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. You have experience evaluating customer, patient, member, or call center interactions and can consistently apply quality standards across both English and Spanish communications. • 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. You possess strong verbal and written communication skills in both English and Spanish. • Bilingual quality evaluation. You are fluent in English and Spanish and can independently assess recorded calls and written communications in both languages. You understand linguistic nuances, cultural considerations, and communication styles, while maintaining consistent quality standards and scoring practices across all interactions. • 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. • 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 $33.66-34.62/hour. To perform this role you must be located within the lower 48 United States due to contractual limitations with accessing PHIs. • The Recruiting team will share more information about our hiring philosophy during an initial phone screen and can answer questions you might have about it then.