Twin Health - Health Coach

• Onboard, activate, and manage members as part of a seamless coaching experience • Conduct 15-minute and 30-minute virtual coaching sessions via video or phone to engage members in setting goals, managing their care, and staying motivated on their journey to self-efficacy — completing the full arc of education, motivation, and data review within these time-boxed windows • Motivate, coach, and provide exceptional service and support to members to achieve health goals as designated by the Twin app • Provide general education on healthy eating principles, meal planning basics, and lifestyle strategies — without crossing into Medical Nutrition Therapy or individualized therapeutic nutrition • Use AI-powered tools and other resources as the primary basis for member support, metrics-driven insights, and coaching direction • Use AI-powered tools to support daily member rounding in addition to scheduled visits, and complete progress notes and chats within 24 business hours • Provide feedback on member metrics including weight, continuous glucose monitoring, sleep, movement, adherence to nutrition guidance, and app engagement, identifying opportunities for improvement • Strictly adhere to Standard Operating Procedures for member management, session structure, and escalations. • Collaborate closely with coaching team colleagues, providers, registered nurses, and operations teams to drive a seamless member experience • Participate in ongoing pilot programs and support additional programs as needed, including new tools or workflow changes • Participate in collecting member testimonials to support partner success needs • Act as a team player, providing coverage for weekend and holiday on-call responsibilities (approximately 2–4x per year) and unplanned PTO visit coverage • Maintain a high-volume, uncapped caseload that will fluctuate based on business needs • Maintain flexibility to work any shift (at least 2 evening shifts per week) or change shifts based on business needs • Complete additional duties as assigned • Maintain a HIPAA-compliant remote work environment and reliable internet connectivity sufficient to conduct uninterrupted video-based member visits • Productivity • Thrive in a fast-paced, performance-driven environment with competing priorities • Demonstrate strong time management, staying within allotted session lengths rather than routinely extending visits • Consistently meet or exceed productivity and quality benchmarks, including session-time adherence • Work autonomously within your day-to-day tasks while remaining fully aligned with team goals, SOPs, and operational standards • Adapt quickly to evolving tools, processes, and business needs • Communication • Clear, confident communicator across member and internal interactions • Strong team player who collaborates effectively in a fast-paced environment • Strong interpersonal skills with the ability to deliver clear, concise communication • Ability to balance efficiency with empathy in every interaction, including within time-boxed sessions • Skilled in de-escalation and handling challenging conversations with professionalism • Communicate effectively across multiple channels (phone, video, chat, email) • Provide clear insights and updates to team members, leadership, and cross-functional partners • Human-Centered Service & Hospitality • Thrives in a collaborative team environment • Passionate about member success and skilled in the art of having difficult conversations • Open to learning from constructive feedback, including feedback on adapting to new tools or process changes • Measurable track record of member satisfaction and understanding of NPS • Passion for Twin's purpose to transform lives by empowering people to reverse, prevent, and improve chronic metabolic diseases • Other duties as assigned