For many who suffer with type-2 diabetes, a life without medication has never been an option - until Twin Health! We are looking for a passionate, motivated individual to help us spread the word! Twin’s values define our culture and how we change the lives of our members. Successful candidates will embody Twin’s core values of passion, talent, and trust.

At Twin, the enrollment and onboarding process is unique - given the nature of our solution, at this stage, you are already helping the member with mindset, behavior and lifestyle changes. The Member Enrollment and Engagement Team Lead helps members take the first step towards health and reversing disease, by conducting initial outreach, providing education and motivation, and moving them through the Twin enrollment process (including: completing health history forms, scheduling lab work, coordinating their health sensor kit delivery, etc.). Outreach will be conducted via phone, text, and email, through a mix of qualified and prospective leads in a virtual environment. The Team Lead will also provide leadership and management support for a small team of Member Enrollment and Engagement Specialists. This includes leading with Twin's values to create a sustainable growth environment.

This critical role on the member operations team will work closely with the clinical team to engage, enroll, and delight prospective members. We are looking for someone customer-service oriented, who is equally empathetic and outgoing; and committed to our mission of reversing chronic disease.

The Member Enrollment and Engagement Team Lead role is a full time, benefits-eligible opportunity.

Responsibilities

• Accountable for conversion and net member growth
• Perform initial and ongoing outreach virtually to eligible prospective members, with the goal of engaging and enrolling them in the Twin Health type-2 diabetes reversal program.
• During outreach efforts you will:
• Provide an accurate overview, education, and benefits of the Twin Health program to potential members; conveying detailed knowledge of Twin’s scientific model and approach
• Ease potential concerns or uncertainties about the program
• Facilitate progressing the onboarding process by capturing initial health and nutrition information, liaising between the clinical staff and the member to coordinate lab work, coordinating meetings with the care team, and scheduling home kit deliveries
• Stay in contact with potential members, following up frequently to promote ongoing commitment to the program
• Work closely with the clinical care team, to engage and guide members as they progress through the enrollment process and start treatment
• Manage prospective member leads in a centralized database, meeting activity-based metrics
• Utilize multiple modalities of communication (calls, zoom, text, email) to drive enrollment conversion
• Manage the ongoing funnel of potential members, working closely with our partners and eligibility teams
• Partner closely with other members of the member operations team to continue to refine and optimize Twin’s technology and collateral
• Track all outreach efforts in a centralized database, meeting activity-based metrics
• Support outreach efforts across all lines of business, modifying strategy accordingly (direct to consumer, Medicaid, Medicare, Commercial)
• Upon member enrollment, partner with the clinical team to ensure a extraordinary onboarding experience
• Working a modified schedule or after-hours may sometimes be required

Qualifications

Education and Experience:

• College degree or equivalent
• 1-3 years of experience leading small teams in customer service and inside sales, recruiting, admissions, or enrollment
• Healthcare experience preferred
• Experience and comfort with utilizing technology (digital app, health sensors, video conferencing)
• Must be able to pass a background check
• Motivational Interviewing experience is a plus
• Spanish speaking capabilities are a plus

Leadership:

• Subject matter expert and developer of the Twin enrollment and engagement experience
• Build a high performing team of direct reporting Enrollment and Engagement Specialists
• Solution-oriented growth mindset
• Lead self and others through change, ambiguity, and iteration
• Integrity in all relationships
• Own improvements to enrollment engagement, conversion, member experience, and workflow effectiveness
• Lead through collaboration, listening, and influential communication
• Values in action of passion, talent, and trust
• Care equally for Twin, the patient and the team
• Manage with insights, metrics, and data visualization
• Deliver feedback and development to drive performance improvement for the individual and the whole

Productivity:

• Handle a fast-paced environment with competing priorities. Use good judgement to appropriately prioritize your responsibilities and member needs
• Lead a small team to meet decided-upon outreach activity and conversion benchmarks
• Ability to work and lead effectively in a virtual team environment
• Demonstrate a solution-oriented approach, always looking for opportunities to optimize processes and improve our member onboarding experience and conversion rates
• Develop systems and processes to manage high volume outreach and systematic lead management

Communication & Hospitality Skills:

• Strong interpersonal, customer relationship/partnership and influential skills
• Must have excellent written and oral communication skills in English, along with the ability to strategically relate to and problem-solve with a diverse member-base
• Must be passionate about the success of our members and be skilled in the art of persuasion, while also empathizing with specific member needs
• Must have a measurable track record of leadership success in a customer service or enrollment environment