Client Onboarding & Operations Associate

Overview

Own the end-to-end onboarding and deployment of Twin Health programs for self-insured employers and ASO clients, building strong relationships with customers and internal teams to drive exceptional outcomes.

What you'll do

• Establish and maintain effective relationships with key stakeholders, executives and the C-suite across small and medium strategic clients and ASO's.
• Develop a 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 customers, including self-insured employers and ASO's.
• Lead discovery sessions to understand customers' culture, priorities and goals, and design tailored solutions for their populations.
• Provide consultative recommendations to increase member engagement, enhance program results, and optimize 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.
• Manage multiple projects simultaneously, setting expectations, managing the overall project plan, and managing cross-functional teams to ensure timeliness and launch readiness.
• 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 third 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 strong relationships.
• Build out standard onboarding work, templates and playbooks to drive continuous improvement and best practice development.
• Assist in managing client issues and 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-functionally with Clinical Delivery, Product, Marketing, Engineering, Billing Operations and Executive teams to share client and market feedback for ongoing improvements.
• Partner with Client Marketing to develop pre-launch member promotional strategies and toolkits that increase member engagement and optimize client satisfaction.
• Provide input and recommendations for internal process improvements for 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.

What you'll need

• 2 to 5 years of onboarding and customer-facing experience.
• 2 to 5 years of health tech client onboarding and project management experience.
• 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 thoughtful planning with timely execution.
• Ability to manage conflicting priorities and thrive in a fast-paced environment working under time constraints.
• Proficiency with Google applications and 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.

Nice to have

• Experience with health benefits, health and wellness, health plans or systems.

Details

• Location: Remote, USA.
• Salary range: $110,000 to $115,000 USD.
• Benefits include unlimited vacation with manager approval, 16 weeks of 100% paid parental leave for delivering parents and 8 weeks for non-delivering parents, employer-sponsored healthcare, dental and vision, HSA and FSA options, a 401k plan, and opportunity for equity participation.