Member Support Associate, Bilingual (English/Spanish)

🔥 0 minutes ago

🇺🇸 United States – Remote

💵 $21 - $24 / hour

⏰ Full Time

🟢 Junior

🟡 Mid-level

💬 Bilingual

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Twin Health

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2018

⚕️ Healthcare Insurance

🤖 Artificial Intelligence

🧘 Wellness

Healthcare Insurance • Artificial Intelligence • Wellness

Twin Health is a company that focuses on improving the metabolic health of employees and health plan members by preventing and reversing chronic metabolic diseases. Utilizing proprietary Digital Twin AI technology, combined with smart devices, wearables, and a clinical care team, Twin Health provides personalized health recommendations. The solutions help in weight loss, lowering blood sugar levels, improving energy, mood, and sleep, and reducing dependency on costly medications by addressing the root causes of metabolic dysfunction. Their evidence-based programs deliver substantial health benefits, including considerable reduction in blood sugar levels, medication elimination, and overall metabolic health improvement, within six months.

📋 Description

• Conduct Sensor Activation visits with new members, ensuring successful connectivity of required sensors • Support a continuous flow of scheduled, member-facing visits throughout the day, with a focus on maintaining quality and consistency across each experience • Engage with members via video and phone calls for a majority of the workday, providing real-time, solution-oriented support in a high-volume, queue-based environment • Handle back-to-back customer interactions across phone, video, and chat channels with minimal downtime • Troubleshoot technical issues efficiently while delivering empathetic, high-quality member experiences • Document all interactions accurately and in real time, ensuring clear visibility across systems and teams • Manage and resolve support cases within a ticketing system • Prioritize and triage inbound inquiries based on urgency and impact, ensuring timely resolution • Consistently meet Service Level Agreements (SLAs) and performance metrics such as first response time, resolution rate, and customer satisfaction • Collaborate cross-functionally to escalate and resolve complex issues as needed • Maintain a strong attention to detail while multitasking across systems, tools, and workflows

🎯 Requirements

• Completed a post-secondary program • 2+ years of experience in customer facing roles • Fluent in English and Spanish preferred • Experience in a high-volume, queue-based contact center environment, managing back-to-back customer interactions across phone, video, and chat. • Ability to resolve technical issues in real time while delivering empathetic, high-quality member experiences and meeting SLAs. • Clear, confident communicator skilled in handling high-frequency interactions and navigating challenging conversations with professionalism. • Strong organizational skills with the ability to prioritize, adapt quickly, and consistently meet productivity and quality targets. • Team-oriented with a passion for member success and a track record of driving satisfaction (healthcare experience preferred)

🏖️ Benefits

• A competitive compensation package in line with leading technology companies • As a remote friendly company, we are committed to providing opportunities for all who join to further build relationships, increase cross-functional collaboration, and celebrate our accomplishments • 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