Member Support Specialist (Mexico or South America based)

Vitable Health is a fast-growing, mission-driven healthcare company backed by Y Combinator and SoftBank. We’re revolutionizing primary care for underserved Americans — making high-quality, affordable healthcare accessible to everyone.

Our team includes clinicians, engineers, and operators working together to make healthcare simple, human, and delightful. We’re now expanding our global team and looking for talented individuals in the Philippines who share our passion for meaningful work and excellent service.

The Role

As a Member Support Specialist at Vitable, you are the front line of our member experience — responsible for delivering fast, empathetic, and high-quality support that builds trust in our care model.

You will serve as the primary point of contact for members navigating their healthcare, ensuring every interaction is clear, efficient, and reflects our mission of making care accessible and affordable.

This role reports to the Senior Operations Manager and partners closely with Member Support and Provider Operations to ensure a seamless, end-to-end member experience.

What You’ll Do

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

Drive engagement and utilization

• Conduct proactive outreach to educate members and eligible employees on Vitable’s services

• Increase activation and ongoing engagement through thoughtful, high-touch communication

Improve the system, not just the moment

• Identify workflow gaps, recurring issues, and inefficiencies

• Partner with leadership to improve processes, tooling, and overall service quality

What We’re Looking For

Proven operator

• 5+ years of experience in customer support, operations, or member services

• Demonstrated ability to handle high-volume, high-stakes interactions with consistency and care

Bilingual (Spanish & English) — Required

• Fluent in both Spanish and English (written and verbal)

• Able to support members seamlessly in either language with clarity, empathy, and accuracy

Strong communicator

• Clear, concise, and confident in both written and verbal communication

• Able to simplify complex healthcare topics for members across language preferences

High ownership mindset

• Takes responsibility for outcomes, not just tasks

• Follows through and ensures issues are fully resolved

Comfort with systems and process

• Experience working in CRM systems or similar tools to manage workflows and track interactions

• Detail-oriented and organized in a fast-paced environment

Adaptable and resilient

• Thrives in startup environments with evolving processes and priorities

• Maintains composure and effectiveness under pressure

Mission-aligned

• Passion for healthcare and health equity

• Deep belief in improving access to affordable, high-quality care

These correspond to daytime U.S. hours (EST), as you’ll collaborate with our U.S.-based team.

Why You’ll Love Working at Vitable

• Competitive USD-based compensation
• 100% remote work — work from anywhere in the Philippines
• Paid time off and local holiday observance
• Inclusive, people-first culture — your voice and ideas matter
• Meaningful, mission-driven work improving lives every day