Member Support Specialist, Bilingual Spanish/English

This is a fully remote position, open to applicants in Mexico.

📋 Description

• Take ownership of the member experience from initial contact to final resolution via phone, email, chat, and SMS.

• Address member inquiries concerning appointments, prescriptions, lab work, ICHRA/HRA benefits, and plan specifics.

• Assess and prioritize member needs in real-time, managing critical issues with urgency and sound judgment.

• Recognize when members require services beyond Vitable's scope and direct them to appropriate external resources.

• Engage in proactive outreach to educate members, fostering activation and engagement.

• Detect workflow inefficiencies and collaborate with leadership to enhance processes and tools.

⛳️ Requirements

• Over 5 years of experience in customer support, member services, or healthcare operations.

• Bilingual — fluency in both Spanish and English (written and spoken) is essential.

• Exceptional ability to manage high-volume, high-stakes member interactions with consistency and care.

• Experience with healthcare benefits, ICHRA, HRA, or insurance enrollment is highly advantageous.

• Knowledge of ticketing and support tools (such as Zendesk or similar) is preferred.

• Must be located in Mexico or Latin America.

🏝️ Benefits

• Vitable Health is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.