Member Services Specialist - Benefits Navigation

Twin Health

6h • $70,000 - $70,000 • Remote

About The Position

At Twin Health, we empower people to improve and prevent chronic metabolic diseases, like type 2 diabetes and obesity, with a new standard of care. Twin Health is the only company applying AI Digital Twin technology exclusively toward metabolic health.
We start by building a dynamic model of each person’s metabolism — drawing on thousands of data points from CGMs, smartwatches, and meal logs — that maps their personal path to better health. Guided by a dedicated clinical care team, our members have lowered their A1C below the diabetes range, achieved lasting weight loss, and reduced or even eliminated medications, all while living healthier, happier lives.
Our team at Twin Health is passionate, talented, and united by a shared purpose: to improve the metabolic health and happiness of our members. We believe in empowering every Twin to make a meaningful impact for our members, our clients, and each other, while enjoying a supportive, collaborative work environment.
Twin has been recognized not only for our innovation but also for our culture, including: Innovator of the Year by the Employer Health Innovation Roundtable (EHIR), selected to CB Insights’ Digital Health 150, and named one of Newsweek’s Top Most Loved Workplace® .
With more than $100 million raised in recent funding, including a $53 million Series E round in 2025 led by Maj Invest, and a $50 million investment in 2023 led by Temasek, Twin is scaling rapidly across the U.S. and globally. Backed by leading venture firms like ICONIQ Growth, Sequoia, Sofina, Temasek, and Peak XV, we are building the most impactful digital health company in the world.
Join us as we reinvent the standard of care in metabolic health.
Reporting to the Member Services Manager, the Stewardship Program Lead serves as the bridge between complex clinical policy and our potential member base. You will own the resolution of high-priority escalations regarding medication coverage, GLP-1 stewardship, and clinical eligibility. This isn't just about "denials and approvals" - it's about navigating the intersection of clinical operations, insurance coverage logistics, and member advocacy to ensure a favorable experience for those eligible to join the Twin Health program.
The ideal candidate is passionate about Twin's mission, leads with empathy, and has a background in complex care coordination. Success requires the ability to remain calm, grounded, and kind when emotions are high. This role demands a high level of self-efficacy and attention to detail, with a willingness to go the extra mile to support members seeking to access Twin's program and benefits.

Requirements

• Passion for improving the health and lives of our members
• 3-5 years of experience in Care Coordination, Patient Advocacy, Pharmacy Benefit Management (PBM), or Clinical Operations.
• Proven track record of managing high-volume, high-complexity member escalations.
• Deep familiarity with Prior Authorization (PA) processes and clinical eligibility criteria (experience with GLP-1s is a major plus).
• Exceptional verbal and written communication skills - you can simplify the complex on the fly.
• Highly adaptable and nimble, you’re able to switch seamlessly between answering calls and working on independent projects with minimal supervision
• Proven track record of remaining calm, flexible, and solution-oriented in high-stress situations and de-escalating complex member interactions
• Moderate to advanced technical proficiency across multiple platforms (Salesforce and Zendesk experience preferred)
• Strong organizational skills with the ability to manage competing priorities and maintain accuracy
• High school diploma or equivalent required; Associate's degree preferred
• Availability to work 9am-5pm PST
• This remote opportunity is available to US-based candidates. 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.
• 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.

Nice To Haves

• Startup experience is a plus

Responsibilities

• Own the Outcome: Serve as the primary point of contact for complex member escalations, untangling issues related to prior authorizations, benefit changes, and eligibility requirements.
• Navigate the Complex: Interpret intricate clinical protocols and insurance benefits, translating "insurance speak" into clear, actionable, and empathetic guidance for members.
• Master the "Difficult" Conversation: Engage with frustrated or skeptical members who may be mandated to join the program. You’ll turn these high-tension moments into opportunities for education and partnership.
• Operational Excellence: Partner with Clinical Operations and external partners to identify "friction points" in the member journey. You won't just solve the problem today; you'll help build the process to prevent it tomorrow.
• Advocate & Educate: Shift the member’s perspective from "compliance" to "impact." You will help members see the value of the Twin program and build hope for their health journey.
• Specialize in member retention efforts, partnering with cross functional teams to identify engagement barriers and implement targeted strategies that keep high-risk members actively enrolled and supported
• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree