Member Service Representative

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.

The schedule for this position is Tuesday - Saturday, 9:30am–6:00pm EST.

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.

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.