Bilingual Call Center Manager

TAG MedStaffing; New York (NY); Remote; USD 85,000 - 130,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k)

Employee meal discounts

Job summary

TAG MedStaffing seeks an experienced Member Services Manager to lead a remote virtual team supporting New York Medicaid members. The 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.

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.

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

Education

Associate degree or higher

Tools

Five9

Job description

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