• Oversee the team’s ticket operations to ensure timely and effective resolution of customer inquiries. • Create new processes, and update existing ones to be scalable • Communicate and promote alignment between cross-functional teams • Be involved in processes & tasks such as: • First-touch responses and proactive customer communication. • Resolution tracking and effective problem-solving. • Management of tickets across internal and external channels. • Regular communication with the team to identify weak points or process gaps. • Work closely with the Head of Customer Operations and senior leadership. • Raise the team’s operational excellence for Customer Support to new highs • Work with teammates to implement scalable processes.

• Manage and respond to emails, and ensure prompt, clear communication. • Schedule and organize meetings, appointments, and travel arrangements. • Handle routine data entry and data management tasks. • Assist with calendar management, ensuring alignment of schedules and priority tasks. • Provide excellent customer service by communicating effectively with clients and stakeholders via email, phone, or chat. • Maintain professionalism and clarity in all interactions, adapting style to suit various clients and team members. • Create, format, and organize documents, spreadsheets, and presentations as needed. • Maintain accurate and up-to-date records of files and data, using shared drives and databases as necessary. • Track key project metrics, deadlines, and progress, keeping stakeholders informed. • Support project management by tracking task completion, coordinating with team members, and managing deadlines. • Conduct follow-up on various tasks, assignments, and projects to ensure timely completion. • Assist with social media content scheduling, posting, and responding to inquiries if needed. • Monitor and report on engagement metrics, helping to maintain an active online presence. • Conduct online research to gather information on specific topics, prepare reports, and present findings concisely. • Assist with gathering competitive analysis, industry trends, or other data-driven insights as required.

• Handle basic operations and boarding-related support tickets with urgency and ownership • Dive deep to identify root causes of issues rather than applying surface-level fixes • Take initiative to resolve problems quickly, even when it means doing the grunt work • Manage boarding templates, billing configurations and customer comms • Troubleshoot and resolve boarding errors, including re-boarding when necessary • Resolve configuration issues to ensure merchants are set up accurately • Manage specialized workflows that fall outside standard boarding procedures • Work closely with Product, Engineering, and QA teams to identify, document, and resolve system errors and bugs • Create detailed development tickets with clear reproduction steps and supporting documentation • Serve as a bridge between operations and technical teams to expedite issue resolution • Identify and resolve billing configuration issues • Troubleshoot billing-related issues and ensure accurate merchant fee structures • Address funding issues by coordinating with internal teams and processor partners • Investigate and resolve transaction-related issues with support from technical and processor teams • Document common issues and solutions to build knowledge base resources • Identify patterns in recurring problems and suggest process improvements • Continuously focus on building better internal workflows and processes with cross-functional teams • Partner with internal teams to streamline operations and eliminate inefficiencies • Take ownership of process gaps and drive improvements from identification through implementation

Role Description The Health Plan Operations Lead will own and lead the day-to-day operations of Vitable Health’s self-funded and level-funded health plans. This role is critical to ensuring seamless coordination across our external partners—including TPAs, PBMs, stop-loss carriers, and other insurance vendors—while maintaining an excellent experience for employer clients and members. - Lead end-to-end health plan operations for self-funded and level-funded plans - Serve as the primary operational contact for TPAs, PBMs, stop-loss providers, and vendors - Oversee plan setup, implementation, renewals, and administration - Ensure accurate eligibility, claims operations, billing, and reconciliation - Monitor vendor performance and resolve issues proactively - Collaborate with internal teams across product, finance, and client success - Ensure regulatory compliance - Identify operational efficiencies and improvements - Support reporting, audits, and data reviews Qualifications - 5+ years experience in health plan operations - Experience working at a TPA or closely with TPAs, PBMs, and stop-loss carriers - Strong understanding of self-funded and level-funded plans - Experience managing multiple vendor relationships - Knowledge of claims processing and benefits administration - Strong organizational and communication skills Requirements - Experience supporting small to mid-sized employer plans - Familiarity with modern health benefits models - Startup or high-growth healthcare experience Benefits - 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 Company Description 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.