Practice Coordinator Team Lead

Socotra, Inc.; Northern (KY); Hybrid; USD 70,000 - 90,000; Full time

Job summary

The Thyme Care Practice Coordinator Team Lead will guide and support a high-volume care coordination team that runs telehealth operations, provider scheduling, and patient coordination. You will report to the Director of Practice Operations and shape processes with clinical leadership, operations, and product teams.

Ideal candidates have strong people-development skills, comfort with ambiguity, and a background in virtual healthcare or customer service.

Qualifications

• Experience leading Practice Coordinator or care coordination teams.
• Strong people-development and coaching skills.
• Experience in virtual healthcare or customer service.
• Able to work a set schedule, Mon-Fri 9:30am–6:00pm ET.

Responsibilities

• Lead and support a team of Practice Coordinators in telehealth operations.
• Manage daily workflows and triage non-clinical escalations.
• Collaborate with clinical leadership, operations, and product to improve processes.
• Provide overflow PC coverage for scheduling and admin support.
• Monitor metrics and provide coaching/remediation as needed.

Skills

People development

Operational excellence

Leadership

Communication

Virtual healthcare experience

Tools

Google Suite

Slack

Electronic Health Records

Job description

OUR MISSION

We exist to create a more connected, compassionate, and confident experience for people with cancer and those who care for them. We make it easier to get answers, access high-quality care quickly, and feel supported throughout treatment and beyond.

Today, Thyme Care is a market-leading value-based oncology care enabler, partnering with national and regional health plans, providers, and employers to deliver better outcomes and lower costs for thousands of people across the country. Our model combines high-touch human support with powerful technology and AI to bring together everyone involved in a person’s cancer journey: caregivers, oncologists, health plans, and employers.

As a tech-native organization, we believe technology should strengthen the human connection at the center of care. Through data science, automation, and AI, we simplify complexity, improve collaboration, and help care teams focus on what matters most: supporting people through cancer.

Looking ahead, our vision is bold: to become a household name in cancer care, where every person diagnosed asks for Thyme Care by name. If you’re inspired to make cancer care more human and to help reimagine what’s possible, we’d love to meet you. Together, we can build a future where every person with cancer feels truly cared for, in every moment that matters.

YOUR ROLE

As a Practice Coordinator Team Lead, you will lead and support our team of Practice Coordinators who serve as the operational backbone of our virtual care delivery model. Your team ensures smooth telehealth operations, accurate provider scheduling, timely administrative support, and seamless patient coordination- ultimately enabling our clinicians to deliver exceptional care.

Reporting to the Director of Practice Operations you will manage Practice Coordinator daily workflows, triage non-clinical escalations, monitor productivity, and champion quality and consistency across our virtual medical practice. You will also collaborate cross-functionally with clinical leadership, operations, and product to identify gaps, share insights, and contribute to process improvements that elevate the provider and patient experience.

We are seeking a leader with strong people-development skills, operational excellence, and a passion for creating structure in fast-moving environments. The ideal candidate has experience supporting high-volume administrative or care coordination teams, thrives in ambiguity, and is eager to shape this growing function. Prior experience in virtual healthcare, customer service, or tech is a plus. Must be available to work a set schedule, Monday-Friday from 9:30am - 6:00pm ET.

After your first three months, you will:

• Complete Practice Coordinator training and demonstrate competencies in the PC role during a ramp period.

• Gain deep expertise in Thyme Care systems, tools, workflows, policies, escalation pathways, and documentation standards.

• Begin directly managing and coaching a team of Practice Coordinators, serving as their primary escalation point for non-clinical questions and operational issues.

• Lead daily operational touchpoints such as huddles, case reviews, or workflow stand- ups to drive alignment and performance.

• Take ownership of queue monitoring, workload balancing, and schedule optimization to ensure timely and efficient telehealth operations.

• Monitored quality and productivity metrics, provided actionable feedback, and implemented coaching or remediation plans when needed.

• Contributed to the creation and refinement of resources, SOPs, staffing models, and project initiatives supporting practice operations.

• Demonstrated the ability to provide overflow PC coverage, including telehealth initiation, scheduling, and administrative support, as needed.

WHAT LEADS TO SUCCESS

People-first. Thyme Care’s mission and members matter to you, deeply.

Effective listener and communicator. You are winsome and articulate, but you always start with listening and you hear what may not be voiced, because you listen so intently to others. You build rapport and great working relationships with your team and leadership.

Comfort with ambiguity. You have a proven track record of success within scaling businesses, fast-paced environments, and startups. You understand that rapid changes to the business, strategy, organization, and priorities is par for the course… and part of the adventure.

Coach. You know your team’s strengths and what motivates them, and you strive to keep morale high while constantly challenging them to beat their best and never lose sight of the goal.

Grit. You’re never afraid to get your hands dirty, but you can also take a step back and connect the company’s strategy to your team’s performance and execution.

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. Experience with video chatting, Google Suite, Slack, electronic health records or comfort learning new technology is important.

Identify priorities and take action. You know how to identify and prioritize your team’s needs, and do what it takes to ensure that urgent and important needs are addressed immediately.

Bias to action. You’re a self-starter and don’t need anyone to tell you when to do something. You’re always solving problems and going the extra mile for others.

You are currently meeting expectations in a Team Lead role at Thyme Care.

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, and balancing internal equity relative to other Thyme Care employees. The base salary for this role is $72,000. The salary range could be lower or higher than this if the role is hired 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.