Member Support Specialist - Bilingual Spanish/English
New
Mexico or Latin AmericaFull-TimeMiddle
Salary not disclosed
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Job Details
- Languages
- Spanish, English
- Experience
- 5+ years
- Required Skills
- Zendesk
Requirements
- 5+ years of experience in customer support, member services, or healthcare operations
- Bilingual — fluent in Spanish and English (written and spoken) required
- Strong ability to handle high-volume, high-stakes member interactions with consistency and care
- Experience with healthcare benefits, ICHRA, HRA, or insurance enrollment a strong plus
- Familiarity with ticketing and support tools (Zendesk or similar)
- Based in Mexico or Latin America (required)
Responsibilities
- Own the member experience from first contact to resolution across phone, email, chat, and SMS
- Resolve member questions related to appointments, prescriptions, lab work, ICHRA/HRA benefits, and plan details
- Triage and prioritize member needs in real time — handle high-impact issues with urgency and sound judgment
- Identify when members need services outside Vitable's scope and connect them to the right external resources
- Conduct proactive outreach to educate members and drive activation and engagement
- Identify workflow gaps and partner with leadership to improve processes and tooling
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