Bilingual Member Services Representative (English/Spanish)

Twin Health 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. Working here 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. Opportunity Join Twin’s Contact Center, the team at the heart of our member experience, where every member who reaches out connects with a warm, knowledgeable representative focused on first-contact resolution. As a Member Service Representative, you are the first voice of Twin. You will support members wherever they are in their journey, from a first eligibility question through enrollment, device setup, scheduling, and everything in between, with the goal of resolving each need in a single interaction. A successful candidate is a natural problem solver who owns each conversation from hello to resolution, treats every member with genuine care, and thrives in a dynamic environment where priorities shift based on member needs. A background in healthcare contact center support is preferred, but it is not required. This is a temp to hire role that is full-time, remote and reports to the Member Service Lead. Representatives who demonstrate strong performance, meet key metrics, and pass technical competency evaluations during their initial 90-day assignment will be considered for permanent full-time conversion Responsibilities Premier Call Center Support & White-Glove Service 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 Enrollment, Eligibility, and Scheduling 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. Device and Order Troubleshooting Walk members through the initial device setup. Troubleshoot device issues, including sensor syncing, replacements, and supply replenishment. Identify and resolve kit ordering issues. Operational Excellence and Growth 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 Qualifications 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. Experience with Salesforce, Zendesk, or Talkdesk is a plus. 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). Bilingual (Spanish speaking) strongly preferred. Passion for Twin’s purpose to transform lives by empowering people to reverse, prevent and improve chronic metabolic diseases. 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. Compensation and Potential for Permanent Status This is a full-time temporary position starting at $21.00 per hour. High-performing representatives who pass our technical competency evaluations during their initial 90-day assignment will have the opportunity to be evaluated for permanent full-time conversion. Benefits The following benefits apply upon conversion to permanent full time employment. Twin has an ambitious vision to empower people to live healthier and happier lives, and to achieve this purpose, we need the very best people to enhance our cutting-edge technology and medical science, deliver the best possible care, and turn our passion into value for our members, partners and investors. We are committed to delivering an outstanding culture and experience for every Twin employee through a company based on the values of passion, talent, and trust. We offer comprehensive benefits and perks in line with these principles, as well as a high level of flexibility for every Twin 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 Salary range for US jobs US Salary Range $21 — $21 USD We have been made aware of fraudulent interview requests being sent using the Twin Health's name. All communications will come from official Twin Health channels and a twinhealth.com email address. We will never ask you to complete a text interview or request financial details during the interview process.