Bilingual Member Services Representative (English/Spanish)

Twin Health

8d • Remote

About The Position

Twin Health is seeking a Bilingual Member Services Representative (English/Spanish) to join their Contact Center team. This role is crucial for the member experience, serving as the first point of contact for members seeking support. The representative will handle inquiries related to eligibility, enrollment, device setup, scheduling, and other issues, with a primary goal of resolving needs in a single interaction. The ideal candidate is a natural problem solver who provides genuine care and thrives in a dynamic environment. A background in healthcare contact center support is preferred but not required. This is a temp-to-hire, full-time, remote position reporting to the Member Service Lead. High-performing representatives who meet key metrics and pass technical evaluations during their initial 90-day assignment will be considered for permanent full-time conversion.

Requirements

• 1 to 2 years of experience in a healthcare contact center or similar member facing healthcare support role is strongly preferred, especially experience helping people navigate enrollment, benefits, or care over the phone.
• A warm, clear, and confident phone presence with strong active listening skills.
• Genuine empathy and patience, especially with members navigating health challenges or new technology.
• Comfort in learning and working across multiple technical platforms at once.
• Coachability. You welcome feedback, apply it quickly, and are motivated by clear performance goals and competency milestones.
• Dependability, with consistent attendance and schedule adherence in a structured contact center environment.
• A quiet, professional remote workspace with access to high speed internet and reliable phone service.
• Ability to work full time within Contact Center operating hours (Monday through Saturday, 9:00am to 8:00pm EST).
• Applicants must be authorized to work for any employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this time.

Nice To Haves

• Experience with Salesforce, Zendesk, or Talkdesk is a plus.
• Bilingual (Spanish speaking) strongly preferred.
• Passion for Twin’s purpose to transform lives by empowering people to reverse, prevent and improve chronic metabolic diseases.

Responsibilities

• Serve as the first point of contact for current and prospective members, responding to incoming calls with warmth, professionalism, and genuine care in every interaction.
• Own each interaction end to end, resolving the member’s need in a single touchpoint whenever possible.
• Proactively identify opportunities to exceed expectations and create memorable service moments that reinforce member loyalty.
• Answer eligibility and benefit questions and verify member eligibility.
• Guide prospective members through enrollment calls to completion, including app download and invite code support.
• Schedule and reschedule any Care Team visit, sensor activation visit, and lab appointments.
• Walk members through the initial device setup.
• Troubleshoot device issues, including sensor syncing, replacements, and supply replenishment.
• Identify and resolve kit ordering issues.
• Accurately record all interactions and outcomes in our systems, including Salesforce, Zendesk, and Talkdesk.
• Maintain compliance with HIPAA and all regulatory standards.
• Complete assigned work-queue tasks and follow-ups between calls, flexing across channels as member demand shifts throughout the day.
• Participate in daily huddles, ongoing training, and quality coaching, and apply feedback quickly.
• Additional duties as assigned to support the team's mission of ensuring member health, satisfaction, and retention.
• Other duties as assigned.

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed