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