Member Experience Team Manager

Manager, Member Experience TeamEpicured is hiring a Manager, Member Experience Team to lead our Member Experience Team supporting New York's Medicaid Section 1115 Waiver program. In this role, you'll oversee daily operations and drive key initiatives across our Screening and Navigation, Social Care Coordination, and Member Support functions to support the entire Medicaid member journey from activation through retention.This role, reporting to the VP of Customer Experience, is ideal for someone who is an experienced people leader, comfortable managing a team in a high-volume, compliance-driven virtual contact center environment.Key ResponsibilitiesOversee 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 team performance, provide real-time guidance, and ensure consistent adherence to workflows, productivity targets, and quality standards.Administer and manage staff scheduling to ensure adequate coverage across all contact center functions and member service hours.Monitor key performance indicators (KPIs) across teams, identify trends, and implement corrective action plans to improve outcomes and member experience.Ensure all teams operate in full compliance with Medicaid, HIPAA, NYS DOH, and NYS 1115 Waiver program requirements, including documentation and privacy standards.Collaborate cross-functionally with clinical, operations, and network partners to support closed-loop referral processes, member engagement, and continuity of care.Manage escalations from Team Leads and staff, serving as the primary point of resolution for complex member or operational issues.Support onboarding, training, and ongoing professional development of contact center staff in coordination with HR and program leadership.Prepare and present regular operational reports to senior leadership, highlighting team performance, capacity, member outcomes, and program trends.Compensation & BenefitsPay: $60,000–$65,000/year, based on experience401(k)Medical, dental, and vision insuranceEmployee meal discounts