Bilingual Medicaid Member Experience Leader — Remote

TAG MedStaffing; New York (NY); Hybrid; USD 60,000 - 65,000; Full time

Job summary

TAG MedStaffing, a mission-driven healthcare organization serving New York's Medicaid 1115 Waiver program, seeks a people leader to run its Member Experience Team. This role supports the Medicaid member journey from activation through retention.

Reporting to the VP of Customer Experience, you will oversee daily operations of a multi-functional contact center, drive key initiatives, and ensure compliance with Medicaid/HIPAA. 5-7 years in relevant fields and 10+ team management required.

Qualifications

• 5-7 years in customer service, call centers, social services, care navigation, or a related field.
• Experience managing a team of 10+.
• 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.

Responsibilities

• Oversee daily operations of a multi-functional contact center supporting NYS 1115 Waiver Medicaid services.
• 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 performance, provide real-time guidance, and keep workflows, productivity targets, and quality standards consistent.
• Manage staff scheduling to ensure adequate coverage across all functions and member service hours.
• Track KPIs across teams, spot trends, and implement corrective action plans that improve outcomes and member experience.
• Ensure full compliance with Medicaid, HIPAA, NYS DOH, and NYS 1115 Waiver requirements, including documentation and privacy standards.
• Collaborate with clinical, operations, and network partners to support closed-loop referrals, member engagement, and continuity of care.
• Serve as the primary point of resolution for complex member and operational escalations.
• Support onboarding, training, and ongoing development of contact center staff alongside HR and program leadership.
• Prepare and present operational reports to senior leadership on team performance, capacity, member outcomes, and program trends.

Skills

Customer service

Call centers

Social services

Care navigation

Team management

Tools

Five9

Job description

TAG MedStaffing, a mission-driven healthcare organization serving New York's Medicaid 1115 Waiver program, seeks a people leader to run its Member Experience Team. This role supports the Medicaid member journey from activation through retention.

Reporting to the VP of Customer Experience, you will oversee daily operations of a multi-functional contact center, drive key initiatives, and ensure compliance with Medicaid/HIPAA. 5-7 years in relevant fields and 10+ team management required.