Social Care Manager

Epicured, Inc.; City of Glen Cove (NY); Remote; USD 64,000 - 86,000; Full time

Benefits offered by this job

401(k)

Medical, dental, and vision insurance

Employee meal discounts

Job summary

Epicured, Inc. is hiring a Social Care Team Manager to lead our Social Care team across NY's Medicaid Section 1115 Waiver program.

You will oversee daily operations, coach coordinators, navigators, and care managers, and ensure compliant, high-quality member experiences from activation through retention. Reporting to the Associate Director of Customer Experience, you will manage staffing, scheduling, and performance metrics in a high-volume, virtual contact center.

Qualifications

• High school diploma required; associate degree preferred.
• 5–7+ years in customer service, call centers, social services, or related fields.
• Experience managing a team of 10+ people.
• 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.
• Bilingual English/Spanish or multilingual candidates encouraged to apply.

Responsibilities

• Oversee daily operations of a multi-functional contact center serving NYS 1115 Waiver Medicaid services, ensuring quality and compliance.
• Lead, coach, and develop a team of Social Care Coordinators, Screeners, Navigators, Intake Coordinators, and more.
• Monitor performance, provide guidance, and ensure adherence to workflows and productivity targets.
• Administer staff scheduling to ensure coverage across all functions.
• Track KPIs, identify trends, and implement corrective actions to improve outcomes.
• Ensure compliance with Medicaid, HIPAA, NYS DOH, and NYS 1115 Waiver requirements.
• Collaborate with clinical, operations, and network partners to support referrals and continuity of care.
• Manage escalations and resolve complex member or operational issues.
• Support onboarding, training, and development of staff with HR and leadership.
• Prepare regular operational reports for senior leadership.

Skills

Team leadership

Communication

Remote work

Customer service

Compliance awareness

Bilingual English/Spanish

Education

High school diploma

Associate degree preferred

Tools

Five9

Job description

Why Epicured?

Epicured is on a mission to combat and prevent chronic disease, translating scientific research into high-quality food products for patients nationwide. Our evidence-based approach brings the best of the clinical and culinary worlds together to help people eat better, feel better, and live better one meal at a time.

By joining Epicured's Client Service team, you will play a critical role in supporting the operations behind innovative healthcare programs, including New York's Section 1115 Medicaid Waiver initiative.

About Epicured

Epicured helps prevent and manage chronic disease through medically tailored nutrition, combining clinical research with culinary expertise to improve health outcomes nationwide. Join a mission-driven team working at the intersection of food, healthcare, and technology.

Position Overview

Epicured is hiring a Social Care Team Managerto lead our Social Care team supporting New York’s Medicaid Section 1115 Waiver program. In this role, you’ll oversee daily operations and drive key initiatives across our Screening and Navigation, Social Care Coordination, and Member Support functions to support the entire Medicaid member journey from activation through retention.

This role, reporting to the Associate Director of Customer Experience, is ideal for someone who is an experienced people leader, comfortable managing a team in a high-volume, compliance-driven virtual contact center environment.

Key Responsibilities

• Oversee daily operations of a multi-functional contact center supporting NYS 1115 Waiver Medicaid services, ensuring service quality, efficiency, and compliance across all member-facing functions.

• Lead, coach, and develop a team of Social Care Coordinators, Screeners, Navigators, Intake Coordinators, Member Case Managers, Care Management staff, and Retention Coordinators.

• Monitor team performance, provide real-time guidance, and ensure consistent adherence to workflows, productivity targets, and quality standards.

• Administer and manage staff scheduling to ensure adequate coverage across all contact center functions and member service hours.

• Monitor key performance indicators (KPIs) across teams, identify trends, and implement corrective action plans to improve outcomes and member experience.

• Ensure all teams operate in full compliance with Medicaid, HIPAA, NYS DOH, and NYS 1115 Waiver program requirements, including documentation and privacy standards.

• Collaborate cross-functionally with clinical, operations, and network partners to support closed-loop referral processes, member engagement, and continuity of care.

• Manage escalations from staff, serving as the primary point of resolution for complex member or operational issues.

• Support onboarding, training, and ongoing professional development of contact center staff in coordination with HR and program leadership.

• Prepare and present regular operational reports to senior leadership, highlighting team performance, capacity, member outcomes, and program trends.

Qualifications

Required

• High school diploma (Associate degree preferred)

• 5–7 years of experience in customer service, call centers, social services, care navigation, or related fields

• Experience managing a team of 10+ people

• 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

Preferred

• Experience with Medicaid, Social Care Networks (SCNs), or health-related social needs (HRSN) programs

• Background in healthcare, care coordination, patient support, or community-based services

• Bilingual English/Spanish or multilingual candidates encouraged to apply (Spanish, French, Mandarin, Hindi)

Compensation & Benefits

Pay: $75,000/year

Benefits:

• 401(k)

• Medical, dental, and vision insurance

• Employee meal discounts

Equal Opportunity Employer

• 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.