Bilingual Quality Assurance Coordinator (English/Spanish)

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 have 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. YOUR ROLE 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. 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 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. On an ongoing basis you will have: - 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 t