Job description
OUR MISSION
Imagine building a better healthcare journey for patients with cancer, where individuals and their loved ones feel seen, supported, and heard by their care team – both in and out of the clinic. Where fast access to high-quality care is the norm, not the exception. Where patients have access to a care navigator to guide them through their diagnosis and trusted support all along the way.
At Thyme Care, we share a passion for transforming the cancer care experience – not just for patients but also for their caregivers and loved ones, as well as those delivering and paying for their care. Today, Thyme Care is known predominantly as a cancer care navigation company enabling value-based cancer care; in the next few years, we will become a nationally recognized technology-driven and provider-centric care delivery model, reshaping the landscape of cancer care access, delivery, and experience. Our commitment runs deep—we’re not satisfied with the status quo but determined to redefine it.
To make this happen, we’re building a diverse team of problem solvers and critical thinkers to drive innovation and shape the future of healthcare. If you share our vision and want to be part of something truly meaningful, we want to hear from you. Together, we can revolutionize cancer care and make a difference that lasts a lifetime.
THE ROLE
We’re seeking an innovative and experienced Quality, Training & Enablement (QTE) Manager to transform and lead our existing training and quality programs for our growing Enrollment Team. Reporting directly to the Head of Enrollment Strategy, you’ll lead the effort to build a QTE function dedicated specifically to the enrollment function. In the beginning, you’ll dive into revamping our current learning content by creating a more effective blend of live instruction with self-paced modules. You will then hire and lead a team of QTE Associates and Coordinators to effectively execute onboarding training for new hires, design and deploy ongoing training for existing team members, and manage our monthly Quality Assurance program to support the continued growth and development of Enrollment Specialists.
This is a rare opportunity to build and lead a new team within an established, rapidly-growing start-up. You’ll have the autonomy to reimagine something meaningful, the resources to hire a talented team, and direct visibility with leadership. If you’re passionate about creating world-class learning experiences and building high-performing teams in a fast-paced environment, this role is perfect for you.
WHAT YOU’LL DO
First Six Months: Instructional Design & Build
- Evaluate and redesign our existing Enrollment Team training curriculum to increase effectiveness and decreased time-to-proficiency
- Roll up your sleeves to transform our current training content into engaging learning experiences, blending live instruction with self-paced learning via our new Learning Management System (LMS)
- Evaluate and redesign QA rubric and processes to ensure we are effectively measuring and tracking quality
- Identify and implement innovative technologies to streamline training and QA processes, with an emphasis on New Hire QA
- Establish metrics to measure the impact of your program improvements
- Hire and lead a team of 4-6 Associates and Coordinators across Quality and Training
Ongoing: QTE Team Leadership
- Manage comprehensive onboarding training for new Enrollment Specialists
- Oversee ongoing training for process updates and new contract launches
- Design and implement career development paths to help team members upskill
- Direct monthly QA review processes, including call scoring and performance evaluation
- Ensure QA standards are appropriately standardized and measure the right metrics to drive improvement
- Continuously find innovative ways to leverage technology for greater efficiency
- Partner with leadership to align training initiatives with organizational goals
WHAT LEADS TO SUCCESS
- Instructional design & training expertise. Strong understanding of adult learning principles and instructional design, and track record of building and managing training programs and content.
- Technical proficiency with LMS platforms (e.g. LearnUpon) and digital learning tools.
- Management experience. You’ve effectively managed teams and are comfortable driving performance through teams.
- 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.
- 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.
- Experience with performance analytics and reporting. You leverage data and analytics to measure success, find opportunities for improvement, and inform decisions.
- Excellent communication skills. You have excellent written and verbal communication skills, whether facilitating a live training session or presenting results to leadership.
- Quality Assurance leadership experience. You’ve worked in Quality Assurance roles within the healthcare space. You are an experienced people leader and have led Quality Assurance teams before.
- Cross-functional collaboration. You have experience working across functional teams to both represent the Enrollment function as well as partner on company-wide QTE initiatives.
OUR VALUES
At Thyme Care, our core values guide us in everything we do: Act with our members in mind, Move with purpose, and Seek diverse perspectives. They anchor our business decisions, including how we grow, the products we make, and the paths we choose—or don’t choose.
Our salary ranges are based on paying competitively for our size and industry, and are one part of the total compensation package that also includes equity, benefits, and other opportunities at Thyme Care. Individual pay decisions are based on several factors, including qualifications, experience level, skillset, geography, and balancing internal equity relative to other Thyme Care employees. In accordance with New York City law, the base salary for this role, if filled within New York City, is $105,000 - $120,000. The salary range could be lower or higher than this if the role is hired in another location or at another level.
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.
Be cautious of recruitment fraud , and always confirm that communications are coming from an official Thyme Care email.
