[Hiring] Bilingual Quality Assurance Coordinator @Thyme Care

Role Description

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.
• Identify quality trends, coaching opportunities, and training needs while partnering closely with leadership to improve performance and support continuous quality improvement initiatives.
• Spend a significant portion of time reviewing and scoring member interactions, including those conducted by Spanish-speaking Enrollment Specialists and Care Team members.
• Assist with developing bilingual training resources, calibration exercises, and quality improvement initiatives.

Qualifications

• Fluent in English and Spanish.
• Experience in service-oriented roles.
• Familiarity with quality auditing, coaching, and feedback.
• Strong verbal and written communication skills in both English and Spanish.

Requirements

• Act with our members in mind, understanding the importance of delivering a consistent, high-quality experience for all members, including Spanish-speaking populations.
• Move with purpose, identifying and prioritizing initiative needs and ensuring urgent and important needs are acted on immediately.
• Seek diverse perspectives, valuing cultural awareness and understanding the importance of evaluating member interactions through an inclusive and equitable lens.
• Operational orientation, creating and improving processes and training others accordingly.
• Effective listener and communicator, building rapport and trust with colleagues.
• Bilingual quality evaluation, independently assessing recorded calls and written communications in both languages.
• Comfort with ambiguity, having a proven track record of success within scaling businesses, fast-paced environments, and/or startups.
• A desire to learn how to use new technologies, with experience in video software, Google Suite, Slack, and electronic health records.

Benefits

• This is a non-exempt, full-time position.
• The pay rate for this role is $33.66-34.62/hour.
• Must be located within the lower 48 United States due to contractual limitations with accessing PHIs.

Company Description

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.

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.