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, a