Job Description

Operational Excellence: Triage and categorize incoming tickets, ensuring accurate assignment to the correct CDM manager or cross-functional partner. Tag and route high-volume categories such as Coverage Eligibility, Disenrollment, Lab Issues, Clinical Eligibility, and Re-enrollment. Manage manual Salesforce data entry into Zendesk and reconcile information across multiple platforms.

Reporting & Data Insights: Analyze ticket trends to identify root causes and recurring operational issues. Build and maintain automated reporting solutions that reduce manual effort and improve visibility into team performance. Maintain regular KPI reports and real-time dashboards that empower leadership and frontline teams to make data-driven decisions.

Stakeholder Collaboration: Serve as the liaison between Clinical Delivery teams and cross-functional partners for operational requirements and process alignment. Partner with Salesforce, Zendesk Product, and integration teams to support platform enhancements and system migrations. Deliver operational updates and insights to CDM management, surfacing trends, blockers, and recommendations for improvement.

About Twin Health

Twin Health empowers people to improve and prevent chronic metabolic diseases, like type 2 diabetes and obesity, with a new standard of care.

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