What are the responsibilities and job description for the Social Care Manager position at Epicured?
Why Epicured?
Epicured is on a mission to combat and prevent chronic disease by translating evidence-based nutrition into medically tailored food solutions for patients nationwide. We operate at the intersection of healthcare, food, and technology — supporting individuals through direct-to-consumer offerings, enterprise partnerships, and Medicaid-supported programs.
By joining our Customer Experience team, you’ll play a critical role in supporting patients and members at pivotal moments in their care journey, while helping scale systems, teams, and insights that improve access, outcomes, and long-term engagement.
Role Overview
Epicured is seeking a Social Care Manager to lead and scale our Customer Experience operations. This role is responsible for managing a growing team of Social Care Coordinators and Patient Screener Navigators, overseeing day-to-day contact center operations, and partnering with senior leadership on performance, reporting, and strategic optimization.
This position is ideal for someone who is people-centered, analytically strong, and operationally disciplined, with experience managing teams in a HIPAA-compliant, call center or social care environment.
Key Responsibilities
Team Leadership & Operations
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.
How To Apply
Apply via Epicured’s careers page or Job Board. For questions please email careers@getepicured.com.
Epicured is on a mission to combat and prevent chronic disease by translating evidence-based nutrition into medically tailored food solutions for patients nationwide. We operate at the intersection of healthcare, food, and technology — supporting individuals through direct-to-consumer offerings, enterprise partnerships, and Medicaid-supported programs.
By joining our Customer Experience team, you’ll play a critical role in supporting patients and members at pivotal moments in their care journey, while helping scale systems, teams, and insights that improve access, outcomes, and long-term engagement.
Role Overview
Epicured is seeking a Social Care Manager to lead and scale our Customer Experience operations. This role is responsible for managing a growing team of Social Care Coordinators and Patient Screener Navigators, overseeing day-to-day contact center operations, and partnering with senior leadership on performance, reporting, and strategic optimization.
This position is ideal for someone who is people-centered, analytically strong, and operationally disciplined, with experience managing teams in a HIPAA-compliant, call center or social care environment.
Key Responsibilities
Team Leadership & Operations
- Manage and coach a team of Social Care Coordinators and Patient Screener Navigators (currently ~15, scaling to ~30 within six months).
- Directly manage 1 Team Lead, with additional Team Leads added as the team scales (1 Team Lead per 10 employees).
- Oversee day-to-day Customer Experience operations, ensuring high-quality, compliant, and empathetic member interactions.
- Conduct regular performance check-ins, audits, and reviews to support individual and team development.
- Monitor and analyze key operational metrics including:
- Conversion rates
- Retention rates
- Referral activity
- Engagement and utilization trends
- Leverage EMS reports, Epicured’s internal patient management portal, and Epicore (newly launched system) to track performance and outcomes.
- Identify gaps, inefficiencies, and untracked revenue opportunities; develop strategies to monetize and optimize these areas.
- Prepare PowerPoint presentations and performance summaries for weekly leadership and stakeholder meetings.
- Oversee daily usage and performance within Five9, Epicured’s virtual contact center platform.
- Conduct audits and quality reviews of call activity, adherence, and member experience.
- Use system insights to inform coaching, performance reviews, and operational improvements.
- Ensure workflows align across Epicore, EMS, and contact center systems.
- Partner closely with the SVP of Customer Experience on strategic initiatives, team scaling, and operational planning.
- Collaborate with internal stakeholders to align social care operations with revenue, referral, and patient engagement goals.
- Support continuous improvement initiatives tied to member experience, compliance, and business outcomes.
- 3 years of experience working in a call center or customer experience environment.
- Prior supervisory or people-management experience.
- Experience working within a HIPAA-compliant organization.
- Strong proficiency with Google Workspace (Docs, Sheets, Slides) and Excel for reporting and analysis.
- Ability to interpret operational data and translate insights into action.
- Excellent communication, organizational, and leadership skills.
- Bilingual in Spanish (preferred, not required).
- Experience working with Medicaid populations, social care programs, or community-based health services.
- Familiarity with patient navigation, referral management, or healthcare contact center operations.
- Salary Range: $72,000–$85,000, commensurate with experience
- Benefits include:
- 401(k)
- Health, Dental, and Vision insurance
- Paid Time Off (PTO)
- Discount on meals
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.
How To Apply
Apply via Epicured’s careers page or Job Board. For questions please email careers@getepicured.com.
Salary : $72,000 - $85,000