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Twin Health is seeking a Retention Specialist to drive membership renewals and reactivate discharged members in their Twin Precision Treatment (Reversal) program. This is a dedicated retention role based in India (Chennai/Bangalore) reporting to the Head of Care Operations, with 3 positions open.
The role focuses on consultative conversations with members about their health progress, treatment goals, and reasons for hesitation or discontinuation. You will manage renewal conversations starting 10 days before invoice dates, follow up on pending payments, and help members continue treatment before discharge. Key responsibilities include reviewing members' health progress and enrollment goals before conversations, understanding their concerns (financial constraints, travel difficulties, limited health outcomes), and offering approved retention options such as discounts, term extensions, Twin Doctor consultations, or increased coach follow-ups.
You will also contact discharged members to understand why they discontinued treatment, assess whether their concerns have changed, and coordinate their return to care. This requires close collaboration with coaches, Twin Doctors, Doctor Coordinators, and app, sensor, nutrition, and payment teams to resolve member concerns and facilitate renewals or re-enrollments.
Documentation is critical: you will maintain accurate, same-day records of calls, member decisions, payment commitments, root causes, and outcomes in relevant systems. You will keep trackers updated and share recurring churn and discharge trends with the team.
Twin Health uses AI Digital Twin technology to help members prevent and manage chronic metabolic diseases like type 2 diabetes and obesity. The company has raised over $100 million, including a $53 million Series E in 2025, and is backed by leading venture firms including Sequoia, Sofina, Temasek, and Peak XV.
REQUIREMENTS:
- Bachelor's degree in any discipline
- 3–5 years of experience in sales, renewals, retention, collections, or similar customer-facing roles involving calls and chat
- Proven track record of achieving monthly targets with measurable performance results
- Experience with subscription-based or long-term services, preferably in healthcare, health technology, insurance, wellness, or education
- Strong consultative selling, active listening, objection-handling, follow-up, and customer relationship management skills
- Ability to explain member progress accurately, maintain detailed records, and work within clinical boundaries without overpromising health outcomes
PREFERRED:
- Experience in healthcare or health insurance
- Track record of winning back lapsed customers
- Exposure to nutrition, diabetes care, or life sciences
