Member Services Manager (Healthcare)

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

Job summary

TAG MedStaffing is seeking a Member Services Manager (Healthcare) in New York, NY. You will lead a high-volume virtual team delivering member support, navigation, care coordination, and retention, while ensuring service quality and regulatory compliance.

Requirements include 5–7 years in customer/member services with people management, experience in high-volume operations, CRM tools, and fluent English plus Spanish or Mandarin.

Qualifications

• Requires high school diploma; associate or bachelor's in Healthcare Administration, Human Services, Business or related field preferred.
• 5–7 years in customer service, member services, contact center, social services, care navigation, healthcare support, or related with people management experience.
• Experience with high-volume service operations; Medicaid or healthcare member services preferred.
• Experience with contact center technology, CRM platforms, workforce management tools, or electronic documentation systems preferred.
• Fluent English and either Spanish or Mandarin; strong leadership, communication, organizational, problem-solving, and escalation management skills.

Responsibilities

• Lead, coach, and develop a member services team while managing performance and service quality.
• Oversee daily member support operations, staffing, scheduling, workflows, and service delivery.
• Monitor KPIs, identify operational trends, and implement improvements to member experience and team performance.
• Manage escalated member concerns and complex service issues to support navigation, engagement, and care coordination.
• Maintain compliance with healthcare, privacy, documentation, and member service requirements.
• Support onboarding and development while preparing operational reports on performance and team outcomes.

Skills

Team leadership

Customer service

Communication

Escalation management

Problem solving

Education

High school diploma

Associate/Bachelor's in Healthcare Admin/ related

Tools

CRM platforms

Contact center tech

Workforce management tools

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.

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.