[Hiring] Vice President, Clinical Service Operations @Twin Health

Role Description

The VP, Clinical Service Operations owns the operational engine driving Twin Health's virtual practice. This leader ensures clinical supply reliably meets member demand, builds and governs the practice infrastructure that powers efficient care-team workflows, and holds full operational and financial accountability for daily practice operations.

A core part of the role is providing the Care Team Services that enrollment depends on, including but not limited to:

• Reliably completing onboarding visits
• Staffing on-demand sensor support
• Standing up the human backup that steps in when automated steps fail

This role must own the supply–demand forecasting that ensures enough care-team capacity for onboarding visits and other enrollment requirements. The Enrollment leader owns enrollment performance and its metrics; this role supports that leader by guaranteeing the care-team supply and service conditions enrollment requires.

This is the counterpart to Care Team Operations, which defines what the clinical workforce must deliver and owns care quality, care efficiency, care service level agreements, and outcomes. Clinical Service Operations ensures the foundational conditions for delivery are met: the right supply, in the right structure, at the right cost, on robust infrastructure.

The VP partners closely with Care Team Operations, HR, Finance, and Product/Analytics, and manages the team responsible for practice operations and capacity readiness for new partner launches.

Responsibilities

• Supply Meets Demand: Own the balance of clinical supply to member demand, holding utilization within a healthy 90–110% band.
• Care Team Services for Enrollment: Own the Care Team Services that enrollment depends on.
• Enrollment supply & demand: Own supply–demand forecasting for enrollment.
• Onboarding-visit completion: Ensure the care team reliably completes scheduled onboarding visits.
• On-demand sensor support: Ensure on-demand sensor support is staffed and available.
• Human backup to agents: Ensure human coverage is in place behind automated steps.
• Licensing and Credentialing Supply: Ensure human care team members have appropriate credentialing and licensing.
• Clinical Supply Structuring: Ensure the structure of clinical supply meets the attributes Care Team Operations specifies.
• Workforce Reliability (in Partnership with HR): Partner with HR to monitor and manage care-team absenteeism and coverage.
• Practice Infrastructure: Own the operational infrastructure the care organization runs on.
• Service Reliability: Keep the operation dependable at the point of care.
• Financial Stewardship: Own operational finance for the care organization.

How Success Is Measured

• Supply-to-demand utilization sustained at 90–110% weekly.
• Enrollment supply forecast and staffed to demand.
• Onboarding visits reliably completed by the care team.
• On-demand sensor support staffed and available throughout onboarding.
• Human backup to agents in place.
• Supports the Enrollment leader on enrollment performance.
• Supply structure meets Care Team Operations' specified attributes.
• Takes in monthly demand forecasts from Care Team Operations.
• Daily virtual-visit loss rate held below 20%.
• Tracks COGS and hiring plan with Finance and HR.
• Absenteeism monitored and factored into capacity.
• Practice infrastructure is complete, governed, and trusted.

Qualifications

• 10+ years in healthcare operations, including significant experience leading virtual/telehealth or multi-site clinical operations at scale.
• Deep workforce-management and capacity-planning expertise.
• Experience forecasting demand and delivering care-team capacity.
• Track record owning an operational budget/COGS and headcount planning.
• Experience building and governing practice infrastructure.
• Strong data fluency; runs the operation by metrics.
• Comfort partnering with a growth or enrollment owner.
• Proven cross-functional leadership across clinical, HR, finance, and product/technology.
• Experience scaling operations for growth.
• Excellent people leadership; experience managing multi-layer operational teams.
• Ability to build independently with Claude is a plus.

Preferred

• Experience in value-based care, chronic or metabolic care, or digital health.
• Familiarity with clinical workforce tooling and telehealth delivery platforms.

Compensation and Benefits

• The compensation range for this position is $250,000 - $270,000 annually.
• 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.