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Twin Health · 1 day ago

Director, Client Onboarding & Operations

United States

Full-time

Remote

Director/Executive

$180K/yr - $195K/yr

10+ years exp

Twin Health is a company focused on improving and preventing chronic metabolic diseases through innovative AI Digital Twin technology. The Director, Client Onboarding & Operations will manage the onboarding and deployment of Twin's programs, ensuring exceptional outcomes for customers and members while navigating a complex clinical delivery model.

Artificial Intelligence (AI)Health CareInternet of ThingsMachine LearningNutritionSoftware

No H1B

Responsibilities

Establish and maintain highly effective relationships with key stakeholders, executives and the C-suite across large enterprise partners

Develop 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 Twin customers, including self-insured employers, health plans and health systems

Lead discovery sessions to gain insight into Twin’s customers’ culture, priorities, and goals in order to design tailored solutions that work for their populations

Provide consultative recommendations to increase member engagement, enhance program results, and optimize overall partner 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 complex projects simultaneously - setting expectations, managing overall project plan, and managing cross-functional teams to ensure timeliness and launch readiness

Effectively 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 3rd 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 partners

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 maintaining great relationships

Build out standard onboarding work, templates, playbooks to drive continuous improvement and best practice development in our approach

Manage partner issues/escalations and mobilize internal teams such as Partner Experience, Partner Integration, Clinical Delivery, Product, Member Operations and Business Development, to drive resolution

Work cross-functionality with teams such as Clinical Delivery, Product, Marketing, Engineering, Billing Operations and Executive teams to ensure partner/market feedback is shared for ongoing improvements

Partner with Member Marketing to develop pre-launch member promotional strategies and toolkits that will increase member engagement, enhance program results, and optimize overall partner satisfaction

Provide input and recommendations for improvements for internal processes to provide efficiency and effectiveness

Serve as internal team SME/point person to ensure efficiency and consistency across the onboarding lifecycle

Drive internal alignment and manage downstream customer with internal cross-functional teams

Additional duties as assigned

Qualification

Health tech onboardingCustomer relationship managementProject managementData analysisGoogle applicationsPM tools proficiencyCommunicationOrganizational skillsDetail-orientedCollaborative

Required

10+ years of onboarding and customer facing experience

10+ years of health tech client onboarding and project management experience (senior 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 between thoughtful planning and timely execution

Ability to manage conflicting priorities and thrive in a fast-paced environment working under time constraints

Proficiency with Google applications, 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

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 savings plan