Member Support Associate (HRA)

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 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 Provid ... (truncated, view full listing at source)