Vitable Health | Customer Spotlight: Visiting Angels - Ocala, FL

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Natasha Schuler

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When Kandice Alder, executive director and owner of Visiting Angels Ocala, first heard about Vitable Health at a franchise conference in Boston, she wasn’t looking for another benefits vendor. After more than a decade in the home care industry, she had seen plenty of promises fall short. But something about Vitable Health’s approach caught her attention.

As a preferred partner of Visiting Angels, Vitable Health works closely with franchise owners across the country to make healthcare coverage more accessible for caregivers and more sustainable for agencies. That partnership gave Kandice confidence that this wasn’t just another vendor, it was a solution designed with her business in mind.

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Unlike a traditional group plan where employers choose a single set of options for everyone, Vitable Health’s ICHRA model allows each employee to select their own coverage that fits their health needs and budget. That flexibility immediately stood out to Kandice. “When they said our team would have plan options and they're in the driver's seat and they're choosing, I was like, please sign me up. I got to hear what you got,” she explained.

For Kandice, who manages more than 225 caregivers across multiple Florida locations, traditional group insurance plans had become unsustainable. Rising premiums, complex administration, and a workforce comprising largely part-time and older employees left her searching for a better solution.

“Health insurance just gets ridiculous. It went up 15 to 20 percent every year. We're an older group, and as a group, we're probably not the most attractive to an insurance company. So our rates were really high,” she said. “I liked that with Vitable Health we were judged individually, and people could pick their own insurance. If I want a really great plan, I can afford it. If my $15-an-hour caregiver wants something basic, they can have it. I wanted them to have that option.”

In addition to giving employees the ability to choose coverage that fits their needs, one aspect that immediately impressed Kandice about Vitable Health’s ICHRA administration was how it pairs seamlessly with Vitable Health’s flagship Direct Primary Care offering. Through this model, caregivers can easily access high-quality virtual primary care, urgent care, and mental health coaching with no copays or hidden costs. Employees using Vitable Health’s direct primary care product have consistently rated their overall experience an NPS of 100 and their providers 5 out of 5 stars, underscoring the exceptional quality of care available to every team member.

For me and every other Visiting Angels franchise, this is exactly the way that people should do benefits . . . I think I have already talked to probably five, six, or seven owners already about Vitable Health.

Beyond the product itself, what truly stood out to Kandice was the human touch behind the rollout. She recalled meeting Ryan Plank, her account manager, and feeling heard in a way few vendors had ever managed.

“Ryan was like, ‘Just give me the chance. I'm going to prove to you. I'm going to make it easy. I'm going to handle it. I'm going to make sure you're covered.’ And he just kept making promises,” she said. “Finally, I was like, all right. Do not screw this up because I'm going to be the person that everybody’s calling to find out.”

Her confidence paid off. The implementation was smooth, integrations were quick, and support was reliable.

“Everything has been great. I've had no issues with the software. Our account integrated into ADP rather quickly. I didn't have any issues with that. And I haven't had any hiccups with the site not working or data not being filled in correctly,” she said.

For a business built on compassion, Vitable Health’s personal approach resonated deeply.

“It's that personal touch that nobody has anymore,” she emphasized. “It makes a big difference in a company because we just want to know that somebody is going to take care of our problem. That's what we're paying for. We're not paying for the benefits. We're paying for somebody to deal with it for us.”

Since switching to Vitable Health, Visiting Angels Ocala has not only streamlined its benefits process but also strengthened caregiver satisfaction and retention—a crucial advantage in an industry where loyalty is everything.

“For me and every other Visiting Angels franchise, this is exactly the way that people should do benefits. I'm a huge believer in it so far,” Kandice said. “I think I have already talked to probably five, six, or seven owners already about Vitable Health.”

Kandice’s experience underscores what Vitable Health was built to do: empower small and mid-sized employers to offer real healthcare access that fits their team’s lives. With Vitable Health’s flexible ICHRA plans and comprehensive direct primary care options, Visiting Angels Ocala continues to grow its business while ensuring the people who care for others every day feel cared for themselves.

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