[Hiring] Client Onboarding & Operations Associate @Twin Health

Role Description

We are looking for a Client Onboarding & Operations Associate who is a self-starter energized by working with customers and building strong relationships both externally and internally to drive exceptional outcomes for our customers and members. In this role, you will own the entire onboarding and deployment of the Twin program(s) end-to-end. The ability to problem solve, analyze and troubleshoot with strong verbal and written communication skills, tailored to communicate based on the situation and audience in a fast-paced environment will be key.

Working with a complex clinical delivery model in a high-growth environment, our Client Onboarding & Operations Associate has to expertly navigate through ambiguity while managing internal and external teams in a highly detail-oriented, organized and structured manner - all while ensuring we deliver on-time and exceed customer expectations. As part of our small and growing team, your input and contributions will be critical to helping Twin continuously improve, optimize and scale our onboarding process.

You should be a highly organized, customer-focused and a resourceful individual. This role will be a great fit for you if you are a doer who is passionate about making a difference, comfortable with ambiguity, and naturally collaborative.

Responsibilities

• Drive Client Value
  • Establish and maintain highly effective relationships with key stakeholders, executives and the C-suite across small and medium strategic clients and ASO’s
  • Develop fluent understanding of Twin Health programs, onboarding processes, growth marketing approach and clinical operations
  • Successfully onboard Twin’s program(s) end-to-end across a portfolio of Twin customers, including self-insured employers and ASO’s
  • Lead discovery sessions to gain insight into Twin’s customers’ culture, priorities, and goals in order to design tailored solutions that work for their populations
  • Provide consultative recommendations to increase member engagement, enhance program results, and optimize overall client satisfaction
  • Perform and lead the setup, configuration, and testing of customer instances to ensure proper functionality
  • Coordinate internal resources and third parties/vendors for the flawless execution of projects
  • Train customers on Twin programs to drive awareness and enrollment
  • Analyze customer data pre and post launch to provide actionable insights for internal teams and customers
• Deliver Project Management Excellence
  • Manage multiple projects simultaneously - setting expectations, managing overall project plan, and managing cross-functional teams to ensure timeliness and launch readiness
  • Effectively manage customer stakeholders throughout onboarding, including leading customer meetings, setting and managing expectations, building stakeholder alignment, and managing risks and escalations
  • Work with technical partners at the customer (or 3rd parties) to operationalize data access and eligibility file management, including finalizing file/data requirements, setting up file transfer and validation, and ongoing issue resolution
  • Prepare, execute and participate in special events held for or hosted by clients
  • Prepare slide presentations and reports in a consumable client format that delivers actionable insights post launch
  • Manage project expectations through regular meetings, project status reports and maintaining great relationships
  • Build out standard onboarding work, templates, playbooks to drive continuous improvement and best practice development in our approach
• Lead Cross-functionally
  • Assist in managing client issues/escalations and mobilize internal teams such as Client Success & Growth, Client Integration, Clinical Delivery, Product, Member Operations and Business Development, to drive resolution
  • Work cross-functionality with teams such as Clinical Delivery, Product, Marketing, Engineering, Billing Operations and Executive teams to ensure client/market feedback is shared for ongoing improvements
  • Partner with Client Marketing to develop pre-launch member promotional strategies and toolkits that will increase member engagement, enhance program results, and optimize overall client satisfaction
  • Provide input and recommendations for improvements for internal processes to provide efficiency and effectiveness.
  • Serve as internal team SME/point person to ensure efficiency and consistency across the onboarding lifecycle
  • Assist in driving internal alignment and manage downstream clients with internal cross-functional teams

Qualifications

• 2 - 5 years of onboarding and customer facing experience
• 2 - 5 years of health tech client onboarding and project management experience
• Experience with health benefits, health and wellness, health plans or systems
• Ability to communicate and work across client organizations, engaging on a range of tactical and strategic issues, with senior executives as well as execution teams
• Exceptionally strong project management skills, with demonstrated organizational skills, high attention to detail and ability to balance between thoughtful planning and timely execution
• Ability to manage conflicting priorities and thrive in a fast-paced environment working under time constraints
• Proficiency with Google applications, PM tools, such as InspirePlanner, Monday.com, and MS Project
• Experience working with technical/data partners (internal and external) on data exchange, file specifications, file encryption and transmission and testing

Benefits

• A competitive compensation package in line with leading technology companies
• A remote and accomplished global team
• 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
• Salary range for US jobs: $110,000 — $115,000 USD