How Proactive Oncology Navigation Improves Member Experience

The Current Cancer Care Experience

Cancer care is complex, costly, and deeply personal. For payers, ensuring members receive the right care at the right time while keeping costs in check is a critical challenge. Meanwhile, for members themselves, cancer care presents unique challenges, from complex treatment regimens to the emotional strain and physical side effects that come with a diagnosis. And with so much of the care journey happening outside the four walls of the clinic, having access to wraparound care can provide additional assistance outside of the doctors' visits, creating a crucial layer of support for members. 

Proactive, multimodal engagement is the key to addressing these challenges—helping members feel supported, reducing unnecessary utilization, and ultimately lowering costs.

Thyme Care is designed to do just that. By providing continuous, member-centered support, Thyme Care’s Care Model empowers individuals to take control of their cancer journey while ensuring that care teams can intervene early and effectively.

Keeping Members with Cancer Engaged Through Proactive, Multimodal Communication

Only 12% of adults believe they have the ability to navigate cancer care on their own. Without guidance, members may struggle to manage symptoms, adhere to treatment plans, or access the resources they need. That’s why Thyme Care’s oncology-trained Care Team provides wraparound care for members via various modalities:

• Proactive outreach from our Care Team: through intelligent data capture and collection of electronic patient-reported outcome (ePRO) surveys, Thyme Care can anticipate a member’s unique needs with proactive outreach at key inflection points.

• Mobile-friendly platform, Thyme Care Connect:

• Reach out to an oncology-trained Care Team 24/7, ensuring they receive timely support when they need it most.

• Report symptoms proactively through electronic patient-reported outcome (ePRO) mobile surveys, ensuring care teams can detect and address issues before they escalate.

• Access a library of educational content that helps them understand their diagnosis, treatment options, and what to expect in their cancer journey.

Proactive Symptom Monitoring and Social Support for Members with Cancer

Proactive engagement transforms the cancer care experience. When members stay engaged with their care team, potential complications can be identified and addressed before they escalate into costly emergency department (ED) visits or inpatient admissions. Through electronic patient-reported outcome (ePRO) surveys and ongoing outreach, Thyme Care helps members stay ahead of symptoms and receive timely support, resulting in a 40% relative risk reduction in ED utilization.

This early detection of symptoms and coordination of timely interventions also creates an opportunity to address the non-clinical factors that impact care. Social determinants of health (SDOH) —like financial hardship, lack of transportation, and psychosocial challenges—can create major barriers, leading to missed appointments or difficulty adhering to treatment plans.

Thyme Care’s ePRO surveys and SDOH screenings identify emotional and psychosocial support needs, ensuring timely connection to relevant resources and helping surface issues early on:

By proactively addressing both clinical and non-clinical needs and barriers, Thyme Care ensures that members can stay focused on their treatment with fewer disruptions—leading to stronger outcomes, smoother care journeys, and lower the total cost of care.

Enhancing the Member Experience and Satisfaction Throughout Their Cancer Care Journey

When members feel supported, they are more likely to engage in their own care and experience better health outcomes. Thyme Care’s proactive approach fosters trust and reduces the stress associated with cancer care:

• 9 out of 10 members report satisfaction with Thyme Care’s support.

• 53% of surveyed members feel they better understand their symptoms since engaging with Thyme Care.

• 88% of surveyed members report feeling more supported throughout their cancer journey since engaging with Thyme Care.

The combination of an easy-to-use digital experience and 24/7 accessible Care Team ensures that members receive the support they need when they need it most. This level of engagement not only improves clinical outcomes, but also strengthens member loyalty and trust.

Proactive engagement through Thyme Care is transforming cancer care. By ensuring timely, multimodal communication, addressing barriers to care, and reducing unnecessary acute utilization, Thyme Care’s Care Model enhances both member satisfaction and cost-efficiency for payers.

The message is clear: investing in member-centered engagement isn’t just good for patients—it’s a strategic imperative for sustainable, high-quality oncology care.

To learn more about how Thyme Care can further improve your organization’s member experience, reach out to our team today.