Eligibility Coordinator, Clinical Delivery

Opportunity

Twin Health is seeking a motivated and detail-oriented Eligibility Support Coordinator to join our growing Clinical Delivery Management team. Reporting to the Manager of Eligibility Operations, this role plays a critical part in supporting member enrollment, insurance verification, eligibility operations, and conversion enablement activities.

As an Eligibility Support Coordinator, you will help ensure that members receive accurate eligibility determinations, timely communication, and a seamless experience throughout the enrollment journey. You will work cross-functionally with clinical, operational, customer support, and payer-facing teams to verify coverage, resolve eligibility issues, and support initiatives that improve member conversion and activation outcomes. This role is ideal for someone who enjoys problem-solving, thrives in a fast-paced environment, and is passionate about delivering exceptional member experiences while maintaining operational excellence.

Key Metrics

1. Coverage Eligibility & Insurance Verification Operations
2. Member Conversion Enablement
3. Member Experience & Service Excellence
4. Zendesk Operations
5. Operational Accuracy & Quality Assurance
6. Workflow Optimization & Process Documentation

Responsibilities

Eligibility Verification & Coverage Operations

• Perform routine and ad hoc insurance verification activities across a variety of commercial and employer-sponsored health plans.
• Verify member eligibility, benefits, coverage requirements and coordination of benefits information, communicating through multiple channels (Zendesk, Salesforce, chat)
• Review payer requirements and ensure authorizations are obtained prior to member participation in Twin programs.
• Investigate and resolve eligibility discrepancies through collaboration with internal teams.
• Maintain accurate documentation of eligibility determinations, verification activities, and member communications across multiple systems.
• Support ongoing audits and quality assurance initiatives to ensure compliance with established operational standards.

Member Outreach & Support

• Conduct outbound and inbound outreach regarding insurance verification, eligibility status, enrollment requirements, and coverage-related inquiries.
• Provide clear, professional, and empathetic communication to members regarding eligibility outcomes and next steps.
• Address member concerns and escalate complex issues when appropriate to ensure timely resolution.
• Support members throughout the enrollment process by removing barriers to activation and participation.
• Maintain high standards of member satisfaction through responsive and accurate support.

Conversion Enablement & Operational Support

• Support member conversion initiatives by identifying and resolving eligibility-related barriers to enrollment.
• Assist with grievance resolution and member retention efforts by coordinating with internal external stakeholders.
• Monitor enrollment and eligibility workflows to identify trends, process gaps, and opportunities for operational improvement.
• Participate in special projects designed to improve enrollment efficiency and member experience.

Documentation & Process Management

• Maintain, and update standard operating procedures (SOPs) and workflows.
• Ensure processes remain aligned with changing payer requirements, internal policies, and operational needs.
• Identify opportunities for automation, workflow enhancement, and operational scalability.

Cross-Functional Collaboration

• Communicate readily with Member Experience, Member Enrollment, Product, Engineering to coordinate eligibility-related activities.
• Serve as a resource for eligibility process questions and operational best practices.
• Contribute feedback and recommendations to improve workflows, member satisfaction, and operational performance.
• Participate in team meetings, training initiatives, and process improvement discussions.

Additional Responsibilities

• Support reporting and data collection efforts as needed.
• Support Zendesk ticketing process
• Assist with operational projects and organizational initiatives.
• Perform other duties as assigned.

Qualifications

• 2–4 years of experience in healthcare operations, insurance verification, patient registration, benefits administration, customer support, or a related field; or an equivalent combination of education and experience.
• Experience verifying insurance coverage, benefits, eligibility, and authorization requirements.
• Strong customer service and member-facing communication skills.
• Excellent verbal and written communication skills with the ability to explain complex eligibility and insurance information clearly.
• Strong attention to detail and commitment to accuracy.
• Ability to prioritize multiple tasks and meet deadlines in a fast-paced environment.
• Strong organizational, documentation, and follow-through skills.
• Proficiency with Microsoft Office/Google Suite
• Ability to work independently while collaborating effectively across teams.

Preferred Qualifications

• Experience working with healthcare payers, health plans, employer-sponsored benefits, or care management programs.
• Familiarity with Salesforce, Zendesk, electronic health record systems, or other healthcare technology platforms.
• Experience supporting enrollment or eligibility operations.
• Knowledge of healthcare terminology, insurance concepts, and coordination of benefits processes.
• Experience documenting workflows and process improvements.

Success Factors

• Demonstrates accountability, reliability, and ownership of assigned work.
• Maintains a high level of accuracy and quality in all activities.
• Approaches challenges with curiosity, critical thinking, and a solutions-oriented mindset.
• Adapts quickly to changing priorities and evolving operational needs.
• Collaborates effectively and contributes positively to team culture.
• Takes pride in delivering exceptional member experiences.

• This remote opportunity is available to US based persons located in CST or EST time zones. 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 Benefits

The compensation range for this position is $45,000-$55,000 annually.

In addition, 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
• 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