About this opportunity
TAG MedStaffing lists this Manager, Member Experience (Remote-Bilingual) opportunity in new york, New York. Review the employer’s description below for duties, qualifications and application requirements.
Job description
Full-Time | Remote / Hybrid | Bilingual Spanish Required | $60,000-$65,000/year
MUST RESIDE WITHIN 50 MILES OF NYC
A mission-driven healthcare organization working at the intersection of food, health, and technology is looking for an experienced people leader to run its Member Experience Team supporting New York's Medicaid Section 1115 Waiver program .
If you've led a high-volume, compliance-driven contact center and you want your work to directly improve patient access to care, this one's worth a look.
About the Role
Reporting to the VP of Customer Experience, you'll oversee daily operations and drive key initiatives across Screening & Navigation, Social Care Coordination, and Member Support - guiding the full Medicaid member journey from activation through retention.
What You'll Do
Oversee daily operations of a multi-functional contact center supporting NYS 1115 Waiver Medicaid services, ensuring service quality, efficiency, and compliance across all member-facing functions
Lead, coach, and develop a team of Social Care Coordinators, Screeners, Navigators, Intake Coordinators, Member Case Managers, Care Management staff, and Retention Coordinators
Partner with Team Leads to monitor performance, provide real-time guidance, and keep workflows, productivity targets, and quality standards consistent
Manage staff scheduling to ensure adequate coverage across all functions and member service hours
Track KPIs across teams, spot trends, and implement corrective action plans that improve outcomes and member experience
Ensure full compliance with Medicaid, HIPAA, NYS DOH, and NYS 1115 Waiver requirements, including documentation and privacy standards
Collaborate with clinical, operations, and network partners to support closed-loop referrals, member engagement, and continuity of care
Serve as the primary point of resolution for complex member and operational escalations
Support onboarding, training, and ongoing development of contact center staff alongside HR and program leadership
Prepare and present operational reports to senior leadership on team performance, capacity, member outcomes, and program trends
What We're Looking For
Required
5-7 years in customer service, call centers, social services, care navigation, or a related field
Experience managing a team of 10+
Experience in a virtual contact center environment (Five9 preferred)
Strong communication and member engagement skills
Ability to manage high-volume interactions in a compliance-driven setting
Preferred
Experience with Medicaid, Social Care Networks (SCNs), or health-related social needs (HRSN) programs
Background in healthcare, care coordination, patient support, or community-based services
Bilingual English/Spanish or multilingual candidates encouraged to apply (Spanish, French, Mandarin, Hindi)
$60,000-$65,000/year , based on experience
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Worksite address
new york, NY, 10261, US
Who can apply
Review the original listing for work authorization, qualifications and employer requirements.