Bilingual Call Center Manager

We are seeking an experienced Member Services Manager to lead a virtual team supporting members enrolled in New York Medicaid programs. This role oversees day-to-day contact center operations, team performance, scheduling, member engagement, and service quality within a high-volume, compliance-driven environment.

This is a remote position; however, candidates must live within a commutable distance of New York City and be available for occasional in-person meetings.

Key Responsibilities

• Oversee daily operations of a virtual member services/contact center team
• Lead, coach, and develop Social Care Coordinators, Screeners, Navigators, Intake Coordinators, Case Managers, and other member support staff
• Manage a team of 10+ employees and partner with Team Leads to monitor daily performance
• Manage staff scheduling and ensure adequate coverage across member service hours
• Monitor KPIs, productivity, quality, and member engagement metrics
• Identify performance trends and implement corrective action plans when needed
• Manage escalated member and operational issues
• Ensure accurate documentation and adherence to established workflows
• Maintain compliance with Medicaid, HIPAA, NYS DOH, and NYS 1115 Waiver requirements
• Support member screening, navigation, social care coordination, and retention efforts
• Partner with clinical, operations, and network teams to support referrals and continuity of care
• Support employee onboarding, training, coaching, and professional development
• Prepare operational reports covering team performance, capacity, member outcomes, and program trends

Required Qualifications

• Associate degree or higher
• 5–7 years of experience in customer service, contact centers, social services, care navigation, member services, or a related field
• Experience managing a team of 10+ employees
• Experience working in a virtual contact center environment
• Fully bilingual in English and either Spanish or Mandarin
• Must be fluent in speaking, reading, and writing in both English and the second language
• Strong people management, coaching, and communication skills
• Ability to manage escalations and resolve complex member or operational issues
• Must reside within a commutable distance of New York City for occasional in-person meetings

Preferred Qualifications

• Medicaid or NYS 1115 Waiver experience
• Experience with Social Care Networks (SCNs) or health-related social needs (HRSN) programs
• Healthcare, care coordination, patient support, or community-based services experience
• Five9 experience
• Medical, dental, and vision insurance
• 401(k)
• Employee meal discounts

Schedule

Monday–Friday, 9:00 AM–6:00 PM, with the possibility of occasional Saturday shifts