Member Support Associate Temp Bilingual (English/Spanish)

About the role

Twin Health is seeking an L1 Member Support Associate to join our dynamic team. This role involves direct interaction with members, conducting Sensor Activation visits, troubleshooting real-time, and guiding members through their Twin Health journey.

Responsibilities

• Conduct Sensor Activation visits with new members to ensure successful connectivity of required sensors.
• Support a continuous flow of scheduled, member-facing visits throughout the day, focusing on quality and consistency.
• 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.
• Resolve 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.
• 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.

Qualifications

• Completed a post-secondary program.
• 2+ years of experience in customer facing roles.
• Fluency 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

We offer a competitive compensation package, comprehensive benefits, and a high level of flexibility for every Twin A. This includes a salary range of $21.00-$24.00 per hour, unlimited vacation with manager approval, 16 weeks of 100% paid parental leave for delivering parents, and 8 weeks of 100% paid parental leave for non-delivering parents. Additionally, we provide 100% employer-sponsored healthcare, dental, and vision for you and 80% coverage for your family, along with Health Savings Account and Flexible Spending Account options. We also offer a 401k retirement savings plan.

Schedule

The schedule for this position is Tuesday-Saturday, 10:30am-7pm CST.