Member Support Associate (5 days/ week including weekends)

Who We AreWe 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 membersAssist members with insurance education, eligibility, and enrollment supportSubmit applications to carriers and own cases through approvalAnswering qualifying and benefit-specific questionsTroubleshoot carrier-related or cross-functional issues requiring deeper investigationHelp members navigate the healthcare system and understand their coverageCoordinate resources for members needing services outside Vitable’s scope, especially when related to the HRA planConduct proactive outreach to educate members or eligible employees about Vitable offeringsAssist with member enrollment and onboarding activities to support member enrollment rate and utilization goals.Surface workflow gaps and propose improvements with manager guidanceRequired QualificationsActive health insurance licenseExperience working with Healthcare.gov and/or state-based exchanges (e.g., Covered California)Bachelor’s degree or equivalent work experience1+ years of experience in customer service, insurance support, or operationsStrong verbal and written communication skillsAbility to stay patient, empathetic, and composed under pressurePassion for healthcare access and delivering a high-quality member experienceAbility to work 3 days/week + Sat and SunPreferred QualificationsExperience using Zendesk or similar CRM platforms5+ active state licensesFluently bilingualExperience collaborating cross-functionally within operations teamsExperience documenting workflows or contributing to process improvementsResponsibilities Include But Are Not Limited ToProviding customers a seamless support experienceSubmitting applications to the carrier and owning till approvalHelping customers navigate the healthcare system Quickly identifying and resolving issues for customers when transactions and experiences don’t go exactly as plannedComprehensively documenting phone calls and emails with members in ZendeskAnswering qualifying and benefit specific questionsProviding phone and email coverage for our members as scheduledBenefits and Perks100% Silver Plan + Full Medical CoverageDental and Vision Coverage401(k) and Life InsuranceAccess to Vitable’s Primary Care membershipUnlimited PTORemote-first culture with a supportive teamMacBook and any other gear you needHome office setup stipendCompetitive equity packageWho Thrives HereYou 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 impactSomeone who gets sh*t done (and does it well)Curious, thoughtful, and clea