Member Support Specialist
V
Vitable HealthHealthcare
Mexico or South America based. Philippines, daytime U.S. hours (EST)Full-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- Spanish, English
- Experience
- 5+ years
Requirements
- 5+ years of experience in customer support, operations, or member services
- Demonstrated ability to handle high-volume, high-stakes interactions with consistency and care
- Fluent in both Spanish and English (written and verbal)
- Clear, concise, and confident in both written and verbal communication
- Able to simplify complex healthcare topics for members across language preferences
- Takes responsibility for outcomes, not just tasks
- Follows through and ensures issues are fully resolved
- Experience working in CRM systems or similar tools to manage workflows and track interactions
- Detail-oriented and organized in a fast-paced environment
- Thrives in startup environments with evolving processes and priorities
- Maintains composure and effectiveness under pressure
- Passion for healthcare and health equity
- Deep belief in improving access to affordable, high-quality care
Responsibilities
- Own the member experience from first contact to resolution
- Deliver timely, accurate, and empathetic support across phone, email, chat, and SMS
- Resolve member questions related to appointments, prescriptions, lab work, and plan details with clarity and confidence
- Operate with urgency and judgment
- Triage and prioritize member needs in real time, ensuring high-impact issues are handled quickly
- Navigate ambiguity and make sound decisions without over-relying on escalation
- Coordinate care beyond Vitable
- Identify when members need services outside of Vitable’s scope and proactively connect them to the right external resources
- Ensure continuity of care by closing the loop and following through
- Conduct proactive outreach to educate members and eligible employees on Vitable’s services
- Increase activation and ongoing engagement through thoughtful, high-touch communication
- Identify workflow gaps, recurring issues, and inefficiencies
- Partner with leadership to improve processes, tooling, and overall service quality
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