Associate Director, Social Care & Member Experience (Remote)

Why Epicured?

Epicured is on a mission to combat and prevent chronic disease by translating evidence-based nutrition into medically tailored food solutions for patients nationwide. We operate at the intersection of healthcare, food, and technology — supporting individuals through direct-to-consumer offerings, enterprise partnerships, and Medicaid-supported programs.

By joining our Customer Experience team, you will play a critical leadership role in helping patients access medically tailored meals, navigate care pathways, and remain engaged in programs that improve long-term health outcomes.

Role Overview

Epicured is seeking an Associate Director, Social Care & Member Experience to lead and scale our healthcare contact Call Center operations. This role will oversee a growing team of Social Care Coordinators, Social Care Navigators, and Team Leads while managing the operational systems, reporting, and workflows that support member engagement and program enrollment.

This position is responsible for contact center leadership, performance analytics, and operational oversight across patient intake, member navigation, and billing-related workflows. The Associate Director will partner closely with senior leadership to improve operational performance, strengthen member experience, and identify opportunities to optimize revenue and program utilization.

The ideal candidate brings experience leading healthcare call centers, social care programs, or patient access teams, and is comfortable managing both people operations and revenue-supporting workflows such as eligibility verification, billing coordination, or program enrollment processes.

Key Responsibilities

Contact Center Leadership & Team Management

• Lead and develop Epicured’s Social Care and Member Experience team, including Social Care Coordinators, Patient Screener Navigators, and Team Leads.

• Oversee a team currently consisting of approximately 18 employees, scaling to 25+ within the next six months.

• Provide coaching, performance management, and operational oversight to ensure consistent, empathetic, and compliant member interactions.

• Establish team performance standards and ensure adherence to service-level expectations, call quality, and member satisfaction metrics.

Member Experience & Patient Navigation Operations

• Oversee workflows supporting member intake, patient navigation, referral coordination, and program enrollment.

• Ensure teams provide high-quality support to members navigating Epicured programs through Medicaid partnerships, enterprise programs, and direct-to-consumer channels.

• Improve the overall member journey by identifying operational gaps, removing friction points, and implementing scalable processes.

Performance Metrics & Reporting

• Monitor and analyze key operational metrics including:

• Conversion rates

• Retention rates

• Referral activity

• Engagement and utilization trends

• Leverage EMS reports, Epicured’s internal patient management portal, and Epicore (newly launched system) to track performance and outcomes.

• Identify gaps, inefficiencies, and untracked revenue opportunities; develop strategies to monetize and optimize these areas.

• Prepare PowerPoint presentations and performance summaries for weekly leadership and stakeholder meetings.

Billing & Revenue Cycle Collaboration

• Oversee operational processes tied to member eligibility, program enrollment, and billing coordination to ensure accurate documentation and efficient workflows.

• Collaborate with internal finance, billing, and operations teams to support revenue-generating activities tied to program participation and member onboarding.

• Identify opportunities to capture previously untracked revenue streams or improve operational efficiency across billing-related processes.

• Ensure the contact center team maintains proper documentation and compliance standards that support billing accuracy and audit readiness.

Systems & Contact Center Oversight

• Oversee daily usage and performance within Five9 , Epicured’s virtual contact center platform.

• Conduct audits and quality reviews of call activity, adherence, and member experience.

• Use system insights to inform coaching, performance reviews, and operational improvements.

• Ensure workflows align across Epicore, EMS, and contact center systems.

Cross-Functional & Strategic Collaboration

• Partner closely with the SVP of Customer Experience on strategic initiatives, team scaling, and operational planning.

• Collaborate with internal stakeholders to align social care operations with revenue, referral, and patient engagement goals.

• Support continuous improvement initiatives tied to member experience, compliance, and business outcomes.

Qualifications

• 4+ years of experience in customer experience, healthcare contact center operations, or patient access environments

• 2+ years of team leadership or people management experience

• Experience working in a HIPAA-compliant healthcare organization

• Experience supporting or collaborating with billing, eligibility verification, revenue cycle, or healthcare program enrollment workflows

• Strong proficiency with Excel and Google Workspace (Sheets, Docs, Slides)

• Experience using contact center software platforms (e.g., Five9 or similar)

• Strong analytical and operational problem-solving skills

• Excellent communication, leadership, and organizational abilities

• Ability to lead teams in a fast-growing operational environment

Preferred Qualifications

• Experience working with Medicaid populations or social care programs

• Experience leading healthcare call centers, patient access teams, community-based health services

• Bilingual Spanish preferred

• Experience working with patient navigation, referral management, or healthcare program enrollment workflows

• Experience working within a high-growth or scaling organization

Compensation & Benefits

• Salary Range: $85,000-105,000, commensurate with experience

• Benefits include:

• 401(k)

• Health, Dental, and Vision insurance

• Unlimited Paid Time Off (PTO)

• Discount on meals

Equal Employment Opportunity

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 via Epicured’s careers page or through our Applicant Tracking System. Please submit your resume for consideration.