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Role Description

The Stewardship Program Lead serves as the bridge between complex clinical policy and our potential member base. You will own the resolution of high-priority escalations regarding medication coverage, GLP-1 stewardship, and clinical eligibility.

• Own the Outcome: Serve as the primary point of contact for complex member escalations, untangling issues related to prior authorizations, benefit changes, and eligibility requirements.
• Navigate the Complex: Interpret intricate clinical protocols and insurance benefits, translating "insurance speak" into clear, actionable, and empathetic guidance for members.
• Master the "Difficult" Conversation: Engage with frustrated or skeptical members who may be mandated to join the program, turning high-tension moments into opportunities for education and partnership.
• Operational Excellence: Partner with Clinical Operations and external partners to identify "friction points" in the member journey, helping to build processes to prevent future issues.
• Advocate & Educate: Shift the member’s perspective from "compliance" to "impact," helping members see the value of the Twin program.
• Specialize in member retention efforts, partnering with cross-functional teams to identify engagement barriers and implement targeted strategies.
• Other duties as assigned.

Qualifications

• Passion for improving the health and lives of our members.
• 3-5 years of experience in Care Coordination, Patient Advocacy, Pharmacy Benefit Management (PBM), or Clinical Operations.
• Proven track record of managing high-volume, high-complexity member escalations.
• Deep familiarity with Prior Authorization (PA) processes and clinical eligibility criteria (experience with GLP-1s is a major plus).
• Exceptional verbal and written communication skills - you can simplify the complex on the fly.
• Highly adaptable and nimble, able to switch seamlessly between answering calls and working on independent projects with minimal supervision.
• Proven track record of remaining calm, flexible, and solution-oriented in high-stress situations and de-escalating complex member interactions.
• Moderate to advanced technical proficiency across multiple platforms (Salesforce and Zendesk experience preferred).
• Strong organizational skills with the ability to manage competing priorities and maintain accuracy.
• High school diploma or equivalent required; Associate's degree preferred.
• Availability to work 9am-5pm PST.
• Startup experience is a plus.

Requirements

• This remote opportunity is available to US-based candidates.
• 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 for this position is $70,000 annually.
• 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.