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Salary: USD 250,000 - 270,000 / annual
Twin Health is a digital health company applying AI Digital Twin technology to help people prevent and manage chronic metabolic diseases like type 2 diabetes and obesity. The company builds dynamic metabolic models for each member using data from continuous glucose monitors, smartwatches, and meal logs, paired with dedicated clinical care teams.
The Vice President of 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.
Key responsibilities include:
**Supply-Demand Balance**: Own the balance of clinical supply to member demand, maintaining utilization within 90–110% to ensure reliable service without costly idle time. Build and run the supply-demand model, forecast demand, and adjust staffing and scheduling as volume shifts.
**Care Team Services for Enrollment**: Own the supply and operational delivery of care-team services that enrollment depends on—including enrollment supply-demand forecasting, onboarding-visit completion, on-demand sensor support, and human backup to automated steps. Ensure enough capacity is in place so enrollment is never constrained by lack of care-team availability.
**Clinical Supply Structuring**: Ensure the structure of clinical supply—the mix of roles, skills, languages, licensure, and availability—meets specifications across four demand drivers: contractual (client terms and SLAs), population-based (acuity and member needs), client growth (new launches), and innovation (pilots and care-model changes). Maintain active multi-state clinical licensure and credentialing compliance.
**Workforce Reliability**: Partner with HR to monitor care-team absenteeism and coverage, translating real-world workforce availability into the capacity model.
**Practice Infrastructure**: Own the operational infrastructure—scheduling templates, visit types, practice reporting, and operational dashboards. Govern how visits are defined, sized, and scheduled; maintain these as a versioned single source of truth.
**Service Reliability**: Keep the operation dependable at the point of care, holding the daily virtual-visit loss rate under 20% through better scheduling, automated reminders, proactive backfill, and rapid resolution.
**Financial Stewardship**: Own operational finance for the care organization—budget planning, COGS, and headcount approval. Deliver COGS and finance reporting, manage to budget, and serve as the approval gate for care-team headcount.
Success is measured by supply-to-demand utilization sustained at 90–110% weekly, enrollment supply forecast and staffed to demand, reliable onboarding-visit completion with backfill of missed visits, on-demand sensor support availability, human backup to agents in place, daily virtual-visit loss rate below 20%, practice infrastructure completeness and governance, and continuous tracking of COGS and hiring plans with Finance and HR.
The VP partners closely with Care Team Operations (which defines clinical standards and owns care quality), HR, Finance, and Product/Analytics, and manages the team responsible for practice operations and capacity readiness for new partner launches.
**Requirements**:
- 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 care-team capacity behind an onboarding or enrollment function (onboarding visits, member/sensor support, 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 operational capacity and service coverage 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
- Authorization to work for any employer in the U.S. (no visa sponsorship available)
