Bilingual Member Support Associate

Summary

Join Twin Health, a company revolutionizing healthcare, as a Member Support Specialist. In this critical customer-centric role, you will be the first point of contact for Twin Members and Care teams, troubleshooting issues related to the Twin digital product, sensors, and services. You will handle inbound inquiries via phone, email, and chat, maintaining accurate documentation and collaborating with various teams to ensure a best-in-class customer experience. This 90-day contract position (with potential for extension) offers 25-40 hours per week, flexible scheduling, and the opportunity to grow within the clinical operations team. You will be responsible for troubleshooting, triaging, and escalating support issues, while also contributing to resource development and providing data-driven insights to improve the digital experience. The ideal candidate is a passionate problem-solver with excellent communication and customer service skills, bilingual in English and Spanish.

Requirements

• Completed a post-secondary program, preferred
• 3+ years of experience in technical support or customer facing roles
• Must be able to pass a background check
• Ability to handle a fast-paced environment with competing priorities
• Use of good judgment to appropriately prioritize responsibilities and member needs
• Display a proactive and efficient work style, consistently meet productivity metrics while working autonomously
• Must be bilingual English/Spanish
• Strong interpersonal, customer relationship/partnership and influential skills to facilitate the implementation of efficient business processes supported by technology across all departments
• Must have excellent customer interaction skills, written and oral communication skills in English, along with the ability to strategically relate and problem-solve to a diverse member-base
• Must be able to interface appropriately and provide key insights at all levels (i.e. Support Team, management, executives, and customers)
• Must be passionate about the success of our members and be skilled in the art of having difficult conversations
• Must have a measurable track record of member satisfaction and understanding of NPS

Responsibilities

• Handle inbound customer inquiries in a timely and accurate way, via phone, email or chat and track inquiries in a ticketing system
• Maintain accurate, high-quality, and timely documentation for all steps and activities undertaken to resolve client issues/questions
• Collaborate with the Product, Sales, Clinical and Customer Experience teams (both in USA and at times, in India) to ensure we provide best customer experience and attain high NPS
• Ensure proper, timely follow-up on assigned support cases to ensure Service Level Agreements are met and customer satisfaction is consistently high
• Work with third party vendors to resolve healthcare device related issues
• Responsible for troubleshooting, triaging, and escalating support issues across multiple areas in the organization to engage appropriate stakeholders
• Utilize and contribute to resource development for most common tools: FAQ articles, videos, etc
• Gain an in-depth knowledge and become a subject matter expert of Twin Product and offering
• Monitor and review the level of support that is provided to our customers and provide internal stakeholders with this data on an ongoing basis
• Successfully manage and resolve escalated customer support issues individually and through collaboration with team members
• Ability to be on-call during some holidays and weekends (rotation) for emergency issues
• Additional duties as assigned

Preferred Qualifications

• Healthcare experience preferred
• IoT Medical device experience preferred
• Passion for Twin’s purpose to transform lives by empowering people to reverse, prevent and improve chronic metabolic diseases

Benefits

The compensation range for this position is $21.00-$24.00 hourly