[Hiring] Bilingual Member Services Representative @Twin Health

Role Description

Join Twin’s Contact Center, the team at the heart of our member experience, where every member who reaches out connects with a warm, knowledgeable representative focused on first-contact resolution. As a Member Service Representative, you are the first voice of Twin. You will support members wherever they are in their journey, from a first eligibility question through enrollment, device setup, scheduling, and everything in between, with the goal of resolving each need in a single interaction.

A successful candidate is a natural problem solver who owns each conversation from hello to resolution, treats every member with genuine care, and thrives in a dynamic environment where priorities shift based on member needs. A background in healthcare contact center support is preferred, but it is not required.

This is a temp to hire role that is full-time, remote and reports to the Member Service Lead. Representatives who demonstrate strong performance, meet key metrics, and pass technical competency evaluations during their initial 90-day assignment will be considered for permanent full-time conversion.

The schedule options for this position are:

• Mon–Fri 10:00am–6:30pm EST
• Mon–Fri 11:30am–8:00pm EST
• Tue–Sat, 9:00am–5:30pm EST weekdays / 9:30am–6:00pm EST Sat

Responsibilities

• Serve as the first point of contact for current and prospective members, responding to incoming calls with warmth, professionalism, and genuine care in every interaction.
• Own each interaction end to end, resolving the member’s need in a single touchpoint whenever possible.
• Proactively identify opportunities to exceed expectations and create memorable service moments that reinforce member loyalty.
• Answer eligibility and benefit questions and verify member eligibility.
• Guide prospective members through enrollment calls to completion, including app download and invite code support.
• Schedule and reschedule any Care Team visit, sensor activation visit, and lab appointments.
• Walk members through the initial device setup.
• Troubleshoot device issues, including sensor syncing, replacements, and supply replenishment.
• Identify and resolve kit ordering issues.
• Accurately record all interactions and outcomes in our systems, including Salesforce, Zendesk, and Talkdesk.
• Maintain compliance with HIPAA and all regulatory standards.
• Complete assigned work-queue tasks and follow-ups between calls, flexing across channels as member demand shifts throughout the day.
• Participate in daily huddles, ongoing training, and quality coaching, and apply feedback quickly.
• Additional duties as assigned to support the team's mission of ensuring member health, satisfaction, and retention.

Qualifications

• 1 to 2 years of experience in a healthcare contact center or similar member facing healthcare support role is strongly preferred, especially experience helping people navigate enrollment, benefits, or care over the phone.
• A warm, clear, and confident phone presence with strong active listening skills.
• Genuine empathy and patience, especially with members navigating health challenges or new technology.
• Comfort in learning and working across multiple technical platforms at once. Experience with Salesforce, Zendesk, or Talkdesk is a plus.
• Coachability. You welcome feedback, apply it quickly, and are motivated by clear performance goals and competency milestones.
• Dependability, with consistent attendance and schedule adherence in a structured contact center environment.
• A quiet, professional remote workspace with access to high speed internet and reliable phone service.
• Ability to work full time within Contact Center operating hours (Monday through Saturday, 9:00am to 8:00pm EST).
• Bilingual (Spanish speaking) strongly preferred.
• Passion for Twin’s purpose to transform lives by empowering people to reverse, prevent and improve chronic metabolic diseases.

Compensation and Potential for Permanent Status

This is a full-time temporary position starting at $21.00 per hour. High-performing representatives who pass our technical competency evaluations during their initial 90-day assignment will have the opportunity to be evaluated for permanent full-time conversion.

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.