VP, Clinical Service Operations

About Twin Health

Twin Health empowers people to improve and prevent chronic metabolic diseases, like type 2 diabetes and obesity, using AI Digital Twin technology. Their mission is to create a dynamic metabolic model for each person, leveraging data from continuous glucose monitors (CGMs), smartwatches, and meal logs. Guided by a dedicated clinical care team, members achieve lower A1C levels, lasting weight loss, and reduced medication dependency while improving overall well-being.

Opportunity

The VP, Clinical Service Operations leads the operational engine of Twin Health’s virtual practice, ensuring clinical supply reliably meets member demand. This role oversees the practice infrastructure, builds and governs workflows for efficient care-team operations, and holds full operational and financial accountability for daily practice operations.

This position is the 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, structure, cost, and infrastructure.

Responsibilities

Supply Meets Demand

Own the balance of clinical supply to member demand, maintaining utilization within a 90–110% band. Build and run the supply-demand model, forecast demand, and adjust staffing and scheduling to keep the system in balance as volume shifts.

Care Team Services for Enrollment

Ensure the care team reliably completes onboarding visits, staffs on-demand sensor support, and provides human backup for automated steps. Key responsibilities include:

• Ensuring onboarding-visit completion through staffing, scheduling, backfill, and recovery of missed or failed visits.
• Ensuring on-demand sensor support is staffed and available for members during onboarding.
• Providing human backup for automated steps, such as checklists, intake calls, and medication reconciliation.

Licensing and Credentialing Supply

Ensure human care team members have appropriate credentialing and licensing for each pod to support seamless enrollment.

Clinical Supply Structuring

Ensure the structure of clinical supply meets the attributes specified by Care Team Operations, including roles, skills, languages, licensure, and availability. Plan and flex this structure across four demand drivers:

• Contractual — staffing and coverage that satisfy client contract terms, licensing, credentialing, SLAs, and performance guarantees.
• Population-based — capacity tailored to the acuity, conditions, and needs of member populations.
• Client growth — capacity planned and stood up ahead of new client and contract launches.
• Innovation — agile capacity allocation supporting pilots, new programs, and care-model changes.

Workforce Reliability (in Partnership with HR)

Partner with HR to monitor and manage care-team absenteeism and coverage, translating workforce reliability into the capacity model.

Practice Infrastructure

Own the operational infrastructure, including scheduling templates, visit types, and practice reporting. Govern how visits are defined, sized, and scheduled, and maintain these as a versioned, single source of truth.

Service Reliability

Keep the operation dependable at the point of care, holding the daily virtual-visit loss rate under 20% through better scheduling, automated reminders, proactive backfill, and rapid resolution.

Financial Stewardship

Own operational finance for the care organization, including 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.

How Success Is Measured

• Supply-to-demand utilization sustained at 90–110% weekly.
• Enrollment supply forecasted and staffed to demand.
• Onboarding visits reliably completed by the care team.
• On-demand sensor support staffed and available throughout onboarding.
• Human backup to agents in place for failed or incomplete automated steps.
• Supply structure meets Care Team Operations’ specified attributes.
• Monthly demand forecasts converted into a monthly headcount forecast.
• Daily virtual-visit loss rate held below 20%.
• COGS and hiring plan tracked with Finance and HR.
• Absenteeism monitored and factored into capacity.
• Practice infrastructure complete, governed, and trusted.

Qualifications

• 10+ years in healthcare operations, including significant experience leading virtual/telehealth or multi-site clinical operations at scale.
• Deep expertise in workforce management and capacity planning, including supply-demand modeling, forecasting, scheduling, and staffing ratios.
• Experience forecasting demand and delivering care-team capacity behind an onboarding or enrollment function.
• Track record owning an operational budget/COGS and headcount planning, with fluency in unit economics.
• Experience building and governing practice infrastructure, including scheduling systems and operational reporting.
• Strong data fluency and ability to run the operation by metrics.
• Comfort partnering with growth or enrollment owners.
• Proven cross-functional leadership across clinical, HR, finance, and product/technology.
• Experience scaling operations for growth and standing up capacity for innovation.
• Excellent people leadership; experience managing multi-layer operational teams.

Preferred

• Experience in value-based care, chronic or metabolic care, or digital health.
• Familiarity with clinical workforce tooling and telehealth delivery platforms.
• Remote opportunity based out of the U.S.