Manager, Client Onboarding & Operations

Twin Health

3h•$150,000 - $160,000•Remote

About The Position

We are looking for a Manager, Client Onboarding & Operations who is a self-starter energized by working with clients and building strong relationships both externally and internally to drive exceptional outcomes for our clients and members. In this role, you will own the entire onboarding and deployment of the Twin program(s) end-to-end and assist the client growth team with program management. The ability to problem solve, analyze and troubleshoot with strong verbal and written communication skills, tailored to communicate based on the situation and audience in a fast paced environment will be key. Working with a complex clinical delivery model in a high-growth environment, our Manager, Client Onboarding & Operations has to expertly navigate through ambiguity while managing internal and external teams in a highly detail-oriented, organized and structured manner - all while ensuring we deliver on-time and exceed client expectations. As part of our small and growing team, your input and contributions will be critical to helping Twin continuously improve, optimize and scale our onboarding process. You should be a highly organized, client-focused and a resourceful individual. This role will be a great fit for you if you are a doer who is passionate about making a difference, comfortable with ambiguity, and naturally collaborative.

Requirements

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 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 teams (internal and external) on data exchange, file specifications, file encryption and transmission and testing
This remote opportunity based out of the U.S. 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.

Responsibilities

Establish and maintain highly 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
Successfully onboard Twin’s program(s) end-to-end across a portfolio of Twin clients, including self-insured employers, health plans and health systems
Lead discovery sessions to gain insight into Twin’s clients’ culture, priorities, and goals in order to design tailored solutions that work for their populations
Program manage and assist Twin’s Client Growth team with ongoing client support post-launch
Provide consultative recommendations to increase member engagement, enhance program results, and optimize overall 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 overall project plan, and managing 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 the clients technical leads (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 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 maintaining great relationships
Build out standard onboarding work, templates, playbooks and internal cross-functional SOP’s to drive continuous improvement and best practice development in our approach
Manage client issues/escalations and mobilize internal teams such as Client Growth, Client 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 client/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 client 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 cross-functional teams to ensure successful launches
Other duties as assigned

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

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