Member Enrollment Lead

Opportunity 

As a Pod Lead: People Manager at Twin, you make a difference in our members’ and Enrollment Team members’ daily lives through leading by example of proficiency in workflows, conversion, leadership and cross functional communication.

This role leads and directs the membership enrollment team that encompasses lead generation, outreach, and strategic initiatives to convert prospects to the Twin Program. This role is a leadership focused role built around team and operational management and adherence to goal setting and exceeding through data driven approaches. 

Responsibilities 

Membership Enrollment Advisor or People Leader role with experience in relation to a Lead Generation MEA or Dashboard MEA roles. This role will continue to maintain MEA volume workload at 30% capacity of traditional roles (as above) during high capacity times. Pod Lead conducts and facilitates performance coaching, training and development, communication, and manages the enrollment team members day-to-day work. 

• Act as Pod Lead Role to include driving the creation and management of implementation steps for efficient workflow processes and adherence overseeing the scope of lead marketing generation through lead lab retrieval. 
• Lead and establish team meetings based on specific product/project launches and adoption that are driven or impacted by the membership enrollment team. 
• Create resources, project improvement plans, and training materials to support team growth. 
• Conduct weekly, monthly, and/or quarterly sessions with the team to ensure driving performance and KPI’s as well as incorporating new and different strategies and approaches for improvements. 
• Facilitate ongoing quality assurance and audits to coincide with 1:1 team management and adherence to performance driven metrics. 
• Identify gaps in team performance, training, or systems that help maintain the ability for the team to scale and grow alongside company growth in relation to key initiatives. 
• Report up and out to key stakeholders for alignment team goals 
• Pair with new team members to help facilitate training, comprehension of new processes and materials, and provide mentorship in alignment with current practices and workflows in use by the team. 
• Enable team coverage or shift in roles due to demand and volume and lead always as a subject matter expert. 
• (Maintains and updates and ensures team adherence) Internal SOPs related to evaluating diagnosis for eligibility to program, confirming health plan eligibility for coverage, and evaluation of member fit for program. 
• (Maintains and updates and ensures team adherence) Internal SOPs related to executing communication to onboarding members during each stage, ineligibility/onhold processes, onboarding templates, and management of clinical operations changes to scheduling, program specifics, and supply chain ordering. 
• Facilitates onboarding of new team members to ensure training and adherence to internal structure and roles are established. 
• Ability to work between the hours of 7am-7pm PST Monday-Friday and flexibility for one weekend 4 hour shift. 

Qualifications 

• Bachelor’s degree or higher 
• 1 year of experience in Health Care, Member Support, or Customer Support
• 4+ years supervisory or management experience
• Preferred background in healthcare, membership, contact or customer service center 

Experience with the Following Systems

• Platforms and Systems Used
• Salesforce
• Talkdesk
• Acuity and Scheduling platforms
• Lab Requisition or EMR platforms 
• Text Expander
• Tableau and Dashboard Reporting Systems 
• This remote opportunity is available to US based persons. 

Compensation and Benefits  

The compensation range for this position is $80,000-$90,000 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