Vice President, Clinical Service Operations

Opportunity

The VP, Clinical Service Operations owns the operational engine driving Twin Health's virtual practice. This leader ensures clinical supply reliably meets member demand, builds and governs the practice infrastructure that powers efficient care-team workflows, and holds full operational and financial accountability for daily practice operations.

A core part of the role is providing the Care Team Services that enrollment depends on, including but not limited to, reliably completing onboarding visits, staffing on-demand sensor support, and standing up the human backup that steps in when automated steps fail. Additionally this role must own the supply–demand forecasting that ensures enough care-team capacity for onboarding visits and other enrollment requirements. The Enrollment leader owns enrollment performance and its metrics; this role supports that leader by guaranteeing the care-team supply and service conditions enrollment requires.

This is the counterpart to Care Team Operations: Care Team Operations defines what the clinical workforce must deliver and owns care quality, care efficiency, care service level agreements, and outcomes; Clinical Service Operations makes sure the conditions for that delivery are in place — the right supply, in the right shape, at the right cost, on infrastructure that works. As the strategic 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, in the right structure, at the right cost, on robust infrastructure. The VP partners closely with Care Team Operations, HR, Finance, and Product/Analytics, and manages the team responsible for practice operations and capacity readiness for new partner launches.

Responsibilities 

Supply Meets Demand

Own the balance of clinical supply to member demand, holding utilization within a healthy 90–110% band — enough capacity to serve members reliably without costly idle time. 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

Own the Care Team Services that enrollment depends on — the supply and the operational delivery — while the Enrollment leader owns enrollment performance and its metrics. This role supports that leader; it does not own the enrollment metric.

• Enrollment supply & demand. Own supply–demand forecasting for enrollment: project onboarding-visit demand and the other care-team requirements enrollment generates, and ensure enough supply — onboarding-visit slots, staffing, and coverage — is in place to meet it, so enrollment is never constrained by a lack of care-team capacity.
• Onboarding-visit completion. Ensure the care team reliably completes scheduled onboarding visits through staffing, scheduling, backfill, and rapid recovery of missed or failed visits.
• On-demand sensor support. Ensure on-demand sensor support is staffed and available so members can be helped through sensor setup and issues during onboarding.
• Human backup to agents. Ensure human coverage is in place behind automated/agentic steps, ready to step in when an agent fails or cannot complete a key enrollment step — checklist, intake call, or medication reconciliation — so no member stalls at those steps.

Licensing and Credentialing Supply. Ensure human care team members have appropriate credentialing and licensing for each pod to support pod structure enrollment numbers seamlessly.

Clinical Supply Structuring

Ensure the structure of clinical supply — not just the headcount, but the mix of roles, skills, languages, licensure, and availability — meets the attributes Care Team Operations specifies. This includes maintaining active multi-state clinical licensure and credentialing compliance. Plan and flex that 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 the member populations served.
• Client growth — capacity planned and stood up ahead of new client and contract launches so growth never outruns supply.
• 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 so that real-world availability — not just headcount on paper — is what drives supply planning.

Practice Infrastructure

Own the operational infrastructure the care organization runs on: scheduling templates, visit types, and practice reporting. Govern how visits are defined, sized, and scheduled; maintain these as a versioned, single source of truth; and deliver operational dashboards to manage the practice by metrics. Own all licensing and credentialing support for the team to ensure we have the correct licensing and credentialing supply for providers and nursing.

Service Reliability

Keep the operation dependable at the point of care, holding the daily virtual-visit loss rate under 20% — minimizing no-shows, late cancellations, and technical or workflow failures that cost a scheduled visit — through better scheduling, automated reminders, proactive backfill, and rapid resolution.

Financial Stewardship

Own operational finance for the care organization: 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 so growth stays tied to demand and unit economics.

How Success Is Measured

• Supply-to-demand utilization sustained at 90–110% weekly.
• Enrollment supply forecast and staffed to demand — enough onboarding-visit capacity and other care-team coverage that enrollment is never constrained by supply.
• Onboarding visits reliably completed by the care team, with missed or failed visits backfilled and recovered.
• On-demand sensor support staffed and available throughout onboarding.
• Human backup to agents in place so failed or incomplete automated steps — checklist, intake call, medication reconciliation — are caught and completed by a person.
• Supports the Enrollment leader on enrollment performance; accountable for the care-team supply and service conditions behind it, not the enrollment metric itself.
• Supply structure meets Care Team Operations' specified attributes across contractual, population, growth, and innovation needs.
• Takes in monthly demand forecasts from Care Team Operations and converts that into a monthly headcount forecast, delivering "on time" supply to meet demand. (Covers provider, coach, RN, MA, MEA, L1.)
• Daily virtual-visit loss rate held below 20%.
• Tracks COGS and hiring plan with Finance and HR, and continuously adapts based on demand fluctuations.
• Absenteeism monitored and factored into capacity, with coverage maintained; escalates to the Care Team Lead and HR when out of established standard for corrective actions.
• Practice infrastructure (scheduling templates, visit types, reporting) is complete, governed, and trusted, with continuous visibility of performance metrics and detection and correction when variance falls outside expected SLAs.
• Other duties as assigned

Qualifications 

• 10+ years in healthcare operations, including significant experience leading virtual/telehealth or multi-site clinical operations at scale.
• Deep workforce-management and capacity-planning expertise — supply–demand modeling, forecasting, scheduling, and staffing ratios.
• Experience forecasting demand and delivering the care-team capacity behind an onboarding or enrollment function (onboarding visits, member/sensor support, and human coverage for automated steps), ideally in virtual care, digital health, or consumer health.
• Track record owning an operational budget/COGS and headcount planning, with fluency in unit economics.
• Experience building and governing practice infrastructure — scheduling systems, visit-type/appointment design, and operational reporting or dashboards.
• Strong data fluency; runs the operation by metrics and partners effectively with analytics.
• Comfort partnering with a growth or enrollment owner — supplying the operational capacity and service coverage they need while they own the conversion metric.
• Proven cross-functional leadership across clinical, HR, finance, and product/technology.
• Experience scaling operations for growth (new client/contract launches) and standing up capacity for innovation and new programs.
• Excellent people leadership; experience managing multi-layer operational teams.
• Ability to build independently with Claude is a plus.

Preferred

• Experience in value-based care, chronic or metabolic care, or digital health.
• Familiarity with clinical workforce tooling and telehealth delivery platforms.
• This remote opportunity based out of the U.S. 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 $250,000 - $270,000 annually. 

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
• A remote and accomplished global team
• 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