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Senior Coordinator, Clinical Systems & Operations

Remote, USA

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 Senior Coordinator, Clinical Systems & Operations, you will play an essential role in optimizing Twin Health's clinical operations. You’ll be instrumental in developing reports, tracking, and reporting on key metrics at multiple organizational levels, helping to drive strategic and operational improvements across our healthcare services. This role combines data analysis with early-stage responsibilities in Clinical Delivery Management (CDM) operations, including data entry, root cause analysis, and supporting future state integrations and data migration across various platforms (e.g., Salesforce, Medallion, Clinicapp, and Zendesk).

You’ll collaborate with cross-functional teams within the CDM workstreams—Eligibility Ops, Licensing Ops, Member Experience, Clinical Ops, and Launch Readiness—focusing on data-driven decisions, improved patient care, and streamlined clinical processes. 

Responsibilities 

Operational Support & Ticket Management

  • Manage and prioritize support tickets across Clinical Delivery teams, ensuring timely resolution and escalation when appropriate
  • Proactively monitor system performance and reach out to members to troubleshoot issues before they impact operations
  • Act as a technical resource to the Clinical Delivery team, supporting data visualization through tools like Zendesk, Tableau and Power BI to make data insights accessible to stakeholders.
  • Maintain ticket documentation and resolution tracking to identify recurring issues and improvement opportunities- Monitor and analyze trends in support tickets and operational metrics to identify systemic issues for escalation
  • Coordinate with cross-functional teams to resolve complex technical issues that span multiple systems and teams

Project Management & Coordination

  • Support operational analytics projects from initiation through completion, tracking objectives, timelines, and deliverables
  • Monitor project progress using standardized methodologies, providing regular status updates to stakeholders and leadership
  • Assist clinical operations by identifying risks and forecasting demand for services and resources
  • Participate in cross-functional project meetings and maintain project documentation and communication channels
  • Monitor project risks and escalate concerns to appropriate stakeholders to ensure on-time delivery

Training & Knowledge Management

  • Support the development and delivery of training programs for new and updated workflows across Clinical Delivery teams
  • Create and maintain training materials, user guides, and documentation for analytics tools and processes
  • Assist with hands-on training sessions for staff on data visualization tools and reporting systems
  • Support knowledge transfer processes to ensure a consistent understanding of operational procedures
  • Gather feedback on new process effectiveness and provide input for continuous improvement of educational content

Analytics & Reporting Operations

  • Develop and maintain automated reporting solutions that replace manual processes and improve operational efficiency
  • Generate regular reports monitoring key performance indicators (KPIs) for outcomes, operational efficiency, and financial metrics
  • Create and maintain real-time dashboards that enable front-line teams and leadership to make data-driven decisions
  • Write and optimize SQL scripts for data extraction, ensuring reports are accurate, timely, and accessible
  • Conduct routine data quality validation and work with teams to resolve discrepancies promptly

Process Improvement & Quality Assurance

  • Identify operational inefficiencies through data analysis and recommend process improvements to management
  • Support quality assurance initiatives for cross-functional processes, focusing on cycle time reduction and effort streamlining
  • Collaborate with business leaders to assess current workflows and provide input on enhanced operational procedures
  • Ensure all analytics and reporting activities adhere to applicable SOPs and operational guidelines

Stakeholder Collaboration & Communication

  • Serve as liaison between Clinical Delivery teams and technical/product teams for operational requirements
  • Collaborate with Salesforce, product teams, and partner integrations to fulfill project and operational needs
  • Provide regular operational updates and insights to leadership teams and cross-functional partners
  • Participate in strategic planning sessions, contributing operational analytics perspective to business decisions
  • Maintain strong working relationships with internal and external stakeholders to ensure smooth operations.
  • Additional duties as assigned

Qualifications 

  • Experience with clinical data (preferred).
  • Bachelor’s degree in data analytics, engineering, computer science, or related fields.
  • Proficiency in Microsoft Excel, Word, and PowerPoint is essential; basic SQL knowledge is preferred.
  • Strong analytical skills and a practical approach to data-driven problem-solving.
  • Knowledge of Microsoft Office and Google Suite (particularly Sheets and Slides).
  • Experience with industry reporting tools like Tableau, Redash, or LightDash for metrics and visualizations.
  • Experience with Zendesk for ticket management.
  • Ability to manage multiple projects with competing priorities, set priorities, and work collaboratively across teams.
  • Familiarity with data structures and relational database design.
  • Experience with survey or questionnaire data analysis (preferred).
  • Adaptable to an evolving technical, contractual, and regulatory environment.
  • Excellent communication skills, capable of translating complex data for a non-technical, clinical audience.
  • Strong organizational skills with a keen eye for detail.
  • Friendly, collaborative, and comfortable working independently or in a team environment.
  • 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 $65,000-$75,000 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

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