Member Experience Team Manager

Why Epicured?

Epicured is on a mission to combat and prevent chronic disease, translating scientific research into high-quality food products for patients nationwide. Our evidence-based approach brings the best of the clinical and culinary worlds together to help people eat better, feel better, and live better one meal at a time.

By joining Epicured's Client Service team, you will play a critical role in supporting the operations behind innovative healthcare programs, including New York's Section 1115 Medicaid Waiver initiative. 

About Epicured

Epicured helps prevent and manage chronic disease through medically tailored nutrition, combining clinical research with culinary expertise to improve health outcomes nationwide. Join a mission-driven team working at the intersection of food, healthcare, and technology.

Position Overview

Epicured 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 Responsibilities

• 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 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.

Qualifications

Required

• High school diploma (Associate degree preferred)

• 5–7 years of experience in customer service, call centers, social services, care navigation, or related fields

• Experience managing a team of 10+ people

• 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)

Compensation & Benefits

Pay: $60,000–$65,000/year, based on experience

Benefits:

• 401(k)

• Medical, dental, and vision insurance

• Employee meal discounts

Equal Opportunity Employer

• Epicured is proud to be an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. We do not discriminate on the basis of age, race, creed, color, national origin, religion, gender, sexual orientation, gender identity or expression, disability, veteran status, or any other protected status under federal, state, or local law.

How to Apply

• Apply through the job board. Questions may be directed to View email address on us.fitly.work.