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.
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.
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
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.