Member Experience Representative

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 

As a Member Experience Representative your role is to serve as the first point of contact for current and prospective members in a call center environment. You will provide exceptional service by addressing and triaging inquiries related to enrollment, eligibility, Twin’s clinical programs, and member grievances. 

This role requires a high level of professionalism, empathy, and problem-solving skills to ensure our memberbase receives accurate information and feels both supported and excited about their membership with Twin.

This role reports into the Member Experience team, whose primary focus is to support and delight our members within every interaction during their time with Twin. Our members are at the center of everything we do.

Responsibilities 

Member Support:

• Respond to incoming calls, emails, and chats from existing and prospective members.
• Address general inquiries related to enrollment processes, eligibility, and benefits.
• Provide detailed information about Twin’s clinical programs and services.
• Triage and coordinate with multiple stakeholders internally, to ensure the members needs are met in a timely and delightful manner. When the opportunity presents itself, go above and beyond to resolve the situation with care. 
• Conduct call backs and follow-ups as needed for unresolved cases within SLA expectations.

Grievance Resolution:

• Facilitate service recovery efforts to preserve the member experience and retain our members.
• Document and escalate grievances according to company policies and procedures.
• Follow up on unresolved issues to ensure timely resolution, coordinating with internal stakeholders as needed.

Documentation and Compliance:

• Accurately record all interactions and outcomes in the customer relationship management (CRM) system.
• Maintain compliance with HIPAA and other regulatory standards.

Member Experience Team Support:

• Provide feedback internally to improve processes and member satisfaction.
• Monitor, escalate, and aggregate actionable member feedback from existing survey and feedback channels to inform strategic initiatives. 
• Provide administrative support and coordination for loss of coverage paid membership candidates (direct to consumer members).
• Identify testimonial candidates and coordinate logistics for testimonial conversations and consent process.
• Coordinate exit interviews and member-facing conversations with corresponding member experience team members.
• Additional duties as assigned

Qualifications

• A passion for improving the health and lives of our members
• Ability to work within call center working hours: 9am-5pm CST
• High school diploma or equivalent; Associate's degree preferred.
• 1-2 years of experience in a call center or customer service role, with at least 1 year in a healthcare setting. Startup experience is preferred.
• Moderate technical proficiency, with the ability to work across multiple technical platforms.
• Salesforce and Zendesk experience preferred
• This person needs to be a self-starter, able to handle multiple tasks under limited supervision, work well in a team setting, and be detail oriented. 
• Proven ability to be flexible and calm in high-stress situations and complex member interactions.
• Bilingual (Spanish speaking) preferred
• 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 $23.00-$26.00 hourly. 

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