Member Support Associate (5 days/ week including weekends)

Who We Are

We asked ourselves — What if better care didn’t cost more?

That’s why we built Vitable: the health benefits platform making healthcare better for employers of everyday workers. We bring accessible, high-quality care to over 85 million uninsured and underinsured Americans. Unlike traditional options, our suite of health benefits is designed with real people at the center.

Vitable empowers businesses to become better employers by making it easy to offer healthcare benefits to their teams. It's a better experience for employees and a smarter solution for employers.

Simply put, we’re built for better.

We’re growing rapidly and looking for eager team members who are hungry for change and passionate about delivering better care to the everyday worker. Does that sound like you?

Vitable is a digital-first benefits platform. Members can sign up for insurance directly on our website but at times will need expert guidance. In this position, you'll be our members first point of contact when they reach out for support. Your goal will be to leverage your insurance knowledge to help our members find the best option for their unique needs. The majority of your day will be spent on the phone assisting members with their insurance enrollments and becoming an expert on the Vitable experience.

As an HRA Operations Associate, you will serve as both a licensed insurance agent and a member experience specialist, acting as a key frontline representative for our members. This hybrid role combines insurance enrollment expertise with day-to-day member support responsibilities.

You will be the first point of contact for members navigating their insurance options and Vitable benefits. The majority of your time will be spent assisting members over the phone with enrollments, plan education, and benefit questions, while also supporting general member inquiries related to their Vitable care experience.

Responsibilities Include But Are Not Limited To:

• Provide a seamless, high-quality support experience to members
• Assist members with insurance education, eligibility, and enrollment support
• Submit applications to carriers and own cases through approval
• Answering qualifying and benefit-specific questions
• Troubleshoot carrier-related or cross-functional issues requiring deeper investigation
• Help members navigate the healthcare system and understand their coverage
• Coordinate resources for members needing services outside Vitable’s scope, especially when related to the HRA plan
• Conduct proactive outreach to educate members or eligible employees about Vitable offerings
• Assist with member enrollment and onboarding activities to support member enrollment rate and utilization goals.
• Surface workflow gaps and propose improvements with manager guidance

Required Qualifications

• Active health insurance license
• Experience working with Healthcare.gov and/or state-based exchanges (e.g., Covered California)
• Bachelor’s degree or equivalent work experience
• 1+ years of experience in customer service, insurance support, or operations
• Strong verbal and written communication skills
• Ability to stay patient, empathetic, and composed under pressure
• Passion for healthcare access and delivering a high-quality member experience
• Ability to work 3 days/week + Sat and Sun

Preferred Qualifications

• Experience using Zendesk or similar CRM platforms
• 5+ active state licenses
• Fluently bilingual
• Experience collaborating cross-functionally within operations teams
• Experience documenting workflows or contributing to process improvements

Responsibilities Include But Are Not Limited To

• Providing customers a seamless support experience
• Submitting applications to the carrier and owning till approval
• Helping customers navigate the healthcare system
• Quickly identifying and resolving issues for customers when transactions and experiences don’t go exactly as planned
• Comprehensively documenting phone calls and emails with members in Zendesk
• Answering qualifying and benefit specific questions
• Providing phone and email coverage for our members as scheduled

Benefits and Perks

• 100% Silver Plan + Full Medical Coverage
• Dental and Vision Coverage
• 401(k) and Life Insurance
• Access to Vitable’s Primary Care membership
• Unlimited PTO
• Remote-first culture with a supportive team
• MacBook and any other gear you need
• Home office setup stipend
• Competitive equity package

Who Thrives Here

You care—about people, about purpose, about doing work that truly matters.

You’re the kind of person who sees a broken system and asks, “How can I fix this?” Challenges don’t intimidate you—they energize you. You move quickly, but with intention. You don’t just get things done—you get the right things done.

At Vitable, we thrive on both autonomy and collaboration. You’ll have the space to own your work, make smart decisions, and lead with initiative—while knowing when to pull others in, ask questions, and build together as a team.

You’ll fit right in if you’re:

• Mission-driven and motivated by impact
• Someone who gets sh*t done (and does it well)
• Curious, thoughtful, and clear on your “why”
• A self-starter who figures things out
• Empathetic, honest, and genuinely cares about others
• Collaborative, but confident working independently
• Hungry for change—and ready to help make it happen

We care deeply about the people we serve, and we care just as much about our team. We support each other, show up with heart, and find joy in the work we do.

No egos. No jerks. Just good humans doing great work.

Inclusion at Vitable

Vitable is an equal opportunity employer. We celebrate diverse backgrounds, perspectives, and experiences—and we’re committed to building a team that reflects the people we serve.

If you’re excited about this role but your background doesn’t match every requirement, we still encourage you to apply. We care more about potential and passion than checking every box.