Manager, Client Onboarding & Operations

Overview

Own the end-to-end onboarding and deployment of Twin Health programs for enterprise clients, and assist the client growth team with program management.

What you'll do

• Establish and maintain effective relationships with key stakeholders, executives and the C-suite across large enterprise clients
• Develop fluent understanding of Twin Health programs, onboarding processes, ongoing program management, growth marketing approach and clinical operations
• Onboard Twin's program(s) end-to-end across a portfolio of clients, including self-insured employers, health plans and health systems
• Lead discovery sessions to understand clients' culture, priorities and goals and design tailored solutions for their populations
• Program manage and assist the Client Growth team with ongoing client support post-launch
• Provide consultative recommendations to increase member engagement, enhance program results and optimize client satisfaction
• Perform and lead the setup, configuration and testing of client instances to ensure proper functionality
• Coordinate internal resources and third parties/vendors for the flawless execution of projects
• Train clients on Twin programs to drive awareness and enrollment
• Analyze client data pre and post launch to provide actionable insights for internal teams and clients
• Manage multiple complex projects simultaneously, setting expectations, managing the overall project plan and cross-functional teams to ensure timeliness and launch readiness
• Effectively manage client stakeholders throughout onboarding, including leading client meetings, setting and managing expectations, building stakeholder alignment, and managing risks and escalations
• Work with clients' technical leads (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 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 client relationships
• Build out standard onboarding work, templates, playbooks and internal cross-functional SOPs to drive continuous improvement and best practice development
• Manage client issues and escalations and mobilize internal teams such as Client 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 Member Marketing to develop pre-launch member promotional strategies and toolkits that increase member engagement, enhance program results and optimize client satisfaction
• Provide input and recommendations for improving internal processes for efficiency and effectiveness
• Serve as internal team SME/point person to ensure efficiency and consistency across the onboarding lifecycle
• Drive internal alignment and manage cross-functional teams to ensure successful launches

What you'll need

• 5-10 years of onboarding, program management and client-facing experience
• 5-10 years of digital health client onboarding and project management experience (manager level or above)
• Experience with health benefits, health and wellness, health plans or systems
• 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 teams (internal and external) on data exchange, file specifications, file encryption and transmission and testing

Details

• Remote position based in the USA
• Compensation range: $145,000-$160,000 USD annually