Vice President, Clinical Service Operations

Twin Health

2d • $250,000 - $270,000 • Remote

About The Position

The VP, Clinical Service Operations owns the operational engine driving Twin Health's virtual practice. This leader ensures clinical supply reliably meets member demand, builds and governs the practice infrastructure that powers efficient care-team workflows, and holds full operational and financial accountability for daily practice operations.

A core part of the role is providing the Care Team Services that enrollment depends on, including but not limited to, reliably completing onboarding visits, staffing on-demand sensor support, and standing up the human backup that steps in when automated steps fail. Additionally this role must own the supply–demand forecasting that ensures enough care-team capacity for onboarding visits and other enrollment requirements. The Enrollment leader owns enrollment performance and its metrics; this role supports that leader by guaranteeing the care-team supply and service conditions enrollment requires.

This is the counterpart to Care Team Operations: Care Team Operations defines what the clinical workforce must deliver and owns care quality, care efficiency, care service level agreements, and outcomes; Clinical Service Operations makes sure the conditions for that delivery are in place — the right supply, in the right shape, at the right cost, on infrastructure that works. As the strategic operational counterpart to Care Team Operations—which defines clinical standards, care quality, service levels, and health outcomes—Clinical Service Operations ensures the foundational conditions for delivery are met: the right supply, in the right structure, at the right cost, on robust infrastructure. The VP partners closely with Care Team Operations, HR, Finance, and Product/Analytics, and manages the team responsible for practice operations and capacity readiness for new partner launches.

Requirements

• 10+ years in healthcare operations, including significant experience leading virtual/telehealth or multi-site clinical operations at scale.
• Deep workforce-management and capacity-planning expertise — supply–demand modeling, forecasting, scheduling, and staffing ratios.
• Experience forecasting demand and delivering the care-team capacity behind an onboarding or enrollment function (onboarding visits, member/sensor support, and human coverage for automated steps), ideally in virtual care, digital health, or consumer health.
• Track record owning an operational budget/COGS and headcount planning, with fluency in unit economics.
• Experience building and governing practice infrastructure — scheduling systems, visit-type/appointment design, and operational reporting or dashboards.
• Strong data fluency; runs the operation by metrics and partners effectively with analytics.
• Comfort partnering with a growth or enrollment owner — supplying the operational capacity and service coverage they need while they own the conversion metric.
• Proven cross-functional leadership across clinical, HR, finance, and product/technology.
• Experience scaling operations for growth (new client/contract launches) and standing up capacity for innovation and new programs.
• Excellent people leadership; experience managing multi-layer operational teams.
• 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

• Ability to build independently with Claude is a plus.
• Experience in value-based care, chronic or metabolic care, or digital health.
• Familiarity with clinical workforce tooling and telehealth delivery platforms.

Responsibilities

• Own the balance of clinical supply to member demand, holding utilization within a healthy 90–110% band — enough capacity to serve members reliably without costly idle time. Build and run the supply–demand model, forecast demand, and adjust staffing and scheduling to keep the system in balance as volume shifts.
• Own the Care Team Services that enrollment depends on — the supply and the operational delivery — while the Enrollment leader owns enrollment performance and its metrics. This role supports that leader; it does not own the enrollment metric.
• Own supply–demand forecasting for enrollment: project onboarding-visit demand and the other care-team requirements enrollment generates, and ensure enough supply — onboarding-visit slots, staffing, and coverage — is in place to meet it, so enrollment is never constrained by a lack of care-team capacity.
• Ensure the care team reliably completes scheduled onboarding visits through staffing, scheduling, backfill, and rapid recovery of missed or failed visits.
• Ensure on-demand sensor support is staffed and available so members can be helped through sensor setup and issues during onboarding.
• Ensure human coverage is in place behind automated/agentic steps, ready to step in when an agent fails or cannot complete a key enrollment step — checklist, intake call, or medication reconciliation — so no member stalls at those steps.
• Ensure human care team members have appropriate credentialing and licensing for each pod to support pod structure enrollment numbers seamlessly.
• Ensure the structure of clinical supply — not just the headcount, but the mix of roles, skills, languages, licensure, and availability — meets the attributes Care Team Operations specifies. This includes maintaining active multi-state clinical licensure and credentialing compliance. Plan and flex that structure across four demand drivers: Contractual, Population-based, Client growth, and Innovation.
• Partner with HR to monitor and manage care-team absenteeism and coverage, translating workforce reliability into the capacity model so that real-world availability — not just headcount on paper — is what drives supply planning.
• Own the operational infrastructure the care organization runs on: scheduling templates, visit types, and practice reporting. Govern how visits are defined, sized, and scheduled; maintain these as a versioned, single source of truth; and deliver operational dashboards to manage the practice by metrics. Own all licensing and credentialing support for the team to ensure we have the correct licensing and credentialing supply for providers and nursing.
• Keep the operation dependable at the point of care, holding the daily virtual-visit loss rate under 20% — minimizing no-shows, late cancellations, and technical or workflow failures that cost a scheduled visit — through better scheduling, automated reminders, proactive backfill, and rapid resolution.
• Own operational finance for the care organization: budget planning, cost of goods sold (COGS), and headcount approval. Deliver COGS and finance reporting, manage the operation to budget, and serve as the approval gate for care-team headcount so growth stays tied to demand and unit economics.

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: Executive
• Education Level: No Education Listed