Head of Field & Referral Operations, NYS Medicaid

About Mercato

Mercato is a national leader in medically tailored groceries, meals, and nutrition benefit solutions for healthcare. Since 2015, we’ve empowered over 4,000 independent grocers with a best-in-class SaaS e-commerce marketplace, delivering healthy, culturally relevant food to members—seamlessly, affordably, and with dignity.

About the Role

Mercato is seeking a Head of Field & Referral Operations to own end-to-end referral growth for Mercato’s New York State Medicaid SCN business, driving the full member journey from community outreach through referral generation, intake conversion, and retention.

This role leads a team of full and part-time community liaisons, students, and interns, while building and maintaining partnerships with SCNs, CBOs, navigators, and community organizations that fuel our pipeline as an enhanced nutrition provider under the NY 1115 waiver. This role also oversees the referral intake function, ensuring every referral generated, whether through a direct contract or subcontracted relationship, is converted into an enrolled, engaged Mercato member.

Key Responsibilities

• Build and maintain relationships with SCNs, CBOs, navigators, and community partners across New York State to position Mercato as a trusted enhanced nutrition provider under the NY 1115 waiver
• Own the full referral funnel, from community outreach through referral generation, intake, conversion, and member retention
• Lead and develop a team of full and part-time community liaisons, students, and interns
• Oversee the referral intake team responsible for converting referrals into enrolled, engaged members
• Manage referral flows across both direct contracts and subcontracted relationships
• Partner cross-functionally with Marketing, Implementation, Product, and Operations to align outreach with program delivery

Qualifications

• On-the-ground community organizing or grassroots outreach experience, with a proven track record of building community presence at scale
• Deep understanding of public-private partnerships, ideally in Medicaid, managed care, or health-related social needs
• Operational rigor and process discipline across a multi-stage referral funnel
• Strong relationship-building instincts with both grassroots community partners and institutional stakeholders
• Comfort working across direct contracts and subcontracted referral pathways
• Based in New York State, with regular travel
• Prior experience with NY 1115 waiver programs, SCNs, or Medicaid managed care
• Familiarity with referral CRM systems and pipeline reporting

First 30-60 Days

• 30 days: intake function audit complete; meetings with key SCN stakeholders; baseline weekly referral volume established
• 60 days: pipeline plan delivered; team structure recommendation to Client Success & Implementation

Engagement & Compensation

This is a 1099 independent consulting engagement scoped to New York’s 1115 waiver implementation period, running from signing through March 31, 2027, with potential to extend as Mercato expands its referral operations.

Compensation is structured as a monthly retainer commensurate with experience, plus performance-based incentive payments tied to referral volume and intake conversion milestones. Specific terms will be finalized with the selected candidate.