Member Support Coordinator
Twin Health
At Twin Health, we empower people to reverse, prevent and improve chronic metabolic diseases. Twin Health invented The Whole Body Digital Twin™ , a dynamic representation of each individual’s unique metabolism, built from thousands of data points collected daily via non-invasive sensors and self-reported preferences. The Whole Body Digital Twin delivers a new standard of care, empowering physicians and patients to make personalized data-driven decisions.
Working here
Our team is passionate, talented, and driven by our purpose to improve the health and happiness of our members. Our culture empowers each Twin to do what’s needed to create impact for our members, partners, and our company, and enjoy their experience at work. Twin Health was awarded Innovator of the Year by Employer Health Innovation Roundtable (EHIR) (out of 358 companies), named to the 2021 CB Insights Digital Health 150, and recognized by Built In's 2022 Best Places To Work Awards. Twin Health has the backing of leading venture capital funds including ICONIQ Growth, Sequoia, and Sofina, enabling us to scale services in the U.S. and globally and help solve the global chronic metabolic disease health crisis. We have recently announced broad and growing partnerships with premier employers, such as Blackstone and Berkshire Hathaway. We are building the company you always wished you worked for. Join us in revolutionizing healthcare and building the most impactful digital health company in the world!
Excited to join us and do your part in improving people’s health and happiness?
Opportunity
The Member Support Coordinator will play a crucial role in day to day operations, enhancing the efficiency of our healthcare services by supporting care team members, assisting members with their needs, and ensuring adherence to internal processes and protocols. This entry-level position is perfect for individuals who are passionate about healthcare and interested in building a career in a dynamic environment.
The Member Support Coordinator will be a vital asset, not only to the Clinical Delivery Member (CDM) team but to Twin Health as a whole. Positioned within a fast-paced and expanding environment, this role will serve as a key contact along the Twin member journey, helping to optimize the post-activation phase for a seamless and impactful member experience. Reporting to the Clinical Delivery Manager, this role will support day-to-day operational functions for post-activation tasks and work cross-functionally with team members across departments to foster an exceptional member experience and optimal partner expectations. This role is integral to establishing and maintaining trust with Twin Health members, making each encounter meaningful and ensuring they feel supported throughout their healthcare journey. The ideal candidate will be empathetic, detail-oriented, and committed to driving excellence in member support and cross-functional teamwork.
Responsibilities
Member and Care Team Support
- Act as a primary point of contact for internal care teams and members, promptly addressing inquiries and concerns, particularly around coverage continuity (e.g., managing transitions related to loss of coverage).
- Offer real-time, proactive member assistance through multiple channels, including phone, email, and secure messaging.
Cross-Departmental Collaboration and Process Improvement
- Assist in the design, implementation, and monitoring of internal processes and protocols to enhance service delivery and member satisfaction.
- Identify gaps and opportunities within current workflows, providing actionable insights to refine operations and strengthen member engagement.
- Collaborate with key stakeholders from departments such as Eligibility, Member Services, and Clinical Operations to drive efficient, member-centered service delivery.
- Facilitate coordinated efforts to resolve escalated cases and streamline the transition points across member touchpoints.
Data and Documentation Management
- Ensure accurate, timely documentation of member interactions, care team communications, and protocol updates in relevant databases and systems.
- Regularly audit records to uphold data integrity and support a continuous improvement approach to member and care team coordination.
Resource Creation & Distribution
- Aid in the creation and distribution of care team job aides and resources, to empower members and foster a supportive service experience.
- Engage actively in team meetings and feedback sessions, offering constructive feedback and proposing innovative solutions to refine processes, elevate member satisfaction, and improve operational efficiency.
Other Duties
- Serve as a point of contact for internal care teams and members, addressing their inquiries and concerns related to continued coverage (i.e. loss of coverage)
- Support the implementation of internal processes and protocols to improve service delivery and member satisfaction.
- Maintain accurate records of member interactions, care team communications, and internal process updates in our database.
- Collaborate with various departments to ensure smooth operation and effective service delivery to members.
- Participate in training and development programs to enhance knowledge of healthcare services and company policies.
- Help create and distribute member resources, guides, and informational materials.
- Engage in team meetings to provide feedback and suggestions for process improvements.
- Additional duties as assigned
Qualifications
- A bachelor's degree in healthcare, business, or a related field is preferred.
- 1-2 years of experience in healthcare operations, preferably in remote work environments
- Strong communication skills, both verbal and written.
- Excellent organizational skills and attention to detail.
- Ability to work collaboratively in a team-oriented environment.
- Proficiency in basic computer applications, including Google Suites, Zendesk, and Salesforce.
- A positive attitude, with a willingness to learn and adapt to new processes.
- Prior customer service experience is beneficial but not required.
- This remote opportunity is available to US based persons. Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.
Compensation and Benefits
The compensation range for this position is $45,000-$55,000 annually.
In addition, Twin has an ambitious vision to empower people to live healthier and happier lives, and to achieve this purpose, we need the very best people to enhance our cutting-edge technology and medical science, deliver the best possible care, and turn our passion into value for our members, partners and investors. We are committed to delivering an outstanding culture and experience for every Twin employee through a company based on the values of passion, talent, and trust. We offer comprehensive benefits and perks in line with these principles, as well as a high level of flexibility for every Twin
- A competitive compensation package in line with leading technology companies
- As a remote friendly company we are committed to providing opportunities for all who join to further build relationships, increase cross-functional collaboration, and celebrate our accomplishments.
- Opportunity for equity participation
- Unlimited vacation with manager approval
- 16 weeks of 100% paid parental leave for delivering parents; 8 weeks of 100% paid parental leave for non-delivering parents
- 100% Employer sponsored healthcare, dental, and vision for you, and 80% coverage for your family; Health Savings Account and Flexible Spending Account options
- 401k retirement savings plan