Member Services Manager (Healthcare)

Atlantic Group; New York (NY); Remote; USD 60,000 - 65,000; Full time

Job summary

Atlantic Group in New York, NY is seeking a seasoned Member Services Manager (Healthcare) to lead a high-volume virtual team dedicated to member engagement, navigation, and care coordination. The role focuses on service quality, regulatory compliance, and performance optimization.

The ideal candidate has 5–7 years of customer service and healthcare support experience, with strong leadership and bilingual ability in English plus Spanish or Mandarin. Remote work options available.

Qualifications

• 5–7 years of customer service or member services experience with people management.
• Experience in high-volume service operations; Medicaid/healthcare knowledge preferred.
• Proficiency with CRM and contact center technology.
• Strong leadership, communication, and escalation management skills.
• Fluency in English and Spanish or Mandarin.

Responsibilities

• Lead, coach, and develop a member services team.
• Oversee daily member support operations and staffing.
• Monitor KPIs and drive improvements in service quality.
• Address escalated member concerns and navigation needs.
• Ensure compliance with healthcare privacy and documentation standards.
• Support onboarding and prepare performance reports.

Skills

Leadership

Communication

Organizational

Problem-solving

Member engagement

Escalation management

Education

High school diploma or equivalent

Associate or Bachelor's degree in Healthcare Administration / Human Services / Business

Tools

CRM platforms

Workforce management tools

Electronic documentation systems

Job description

Job Overview - Member Services Manager (Healthcare)

Compensation: $60,000-$65,000/year
Location: New York, NY
Schedule: Monday to Friday (Remote)

TAG MedStaffing is hiring multiple Member Services Managers (Healthcare) in New York, NY for our client, leading member support and care coordination operations within a healthcare services environment. This role will oversee a high-volume virtual team supporting member engagement, navigation, case management, and retention while maintaining strong service quality and regulatory compliance. The ideal candidate has 5-7 years of customer service, healthcare support, social services, care navigation, or contact center experience with proven people management skills and fluency in English and either Spanish or Mandarin.

Responsibilities as the Member Services Manager (Healthcare):

• Team Leadership: Lead, coach, and develop a member services team while managing performance, productivity, and service quality.


• Member Services Operations: Oversee daily member support operations, staffing, scheduling, workflows, and service delivery.


• Performance Management: Monitor key performance indicators, identify operational trends, and implement improvements to strengthen member experience and team performance.


• Member Support: Manage escalated member concerns and complex service issues while supporting effective member navigation, engagement, and care coordination.


• Compliance: Maintain adherence to applicable healthcare, privacy, documentation, and member service requirements.


• Training & Reporting: Support employee onboarding and development while preparing operational reports on performance, service quality, and team outcomes.

Qualifications for the Member Services Manager (Healthcare):

• Education: High school diploma or equivalent is required, with an associate or bachelor's degree in Healthcare Administration, Human Services, Business, or a related field preferred.


• Experience: 5-7 years of customer service, member services, contact center, social services, care navigation, healthcare support, or related experience is required, including people management experience.


• Industry Knowledge: Experience with high-volume service operations is required, with Medicaid, healthcare, care coordination, patient support, or related member services experience strongly preferred.


• Technical Skills: Experience with contact center technology, CRM platforms, workforce management tools, or electronic documentation systems is preferred.


• Skills & Attributes: Professional fluency in English and either Spanish or Mandarin is required, along with strong leadership, communication, organizational, problem-solving, member engagement, and escalation management skills.

Application Notice: Qualified candidates will be contacted within 2 business days of application. If an applicant does not meet the above criteria, Atlantic Group will keep your resume on file for future opportunities and may contact you for further discussion.