Supervisor, Member Services

About Lantern

Lantern is the specialty care platform connecting people with the best care when they need it most. By curating a Network of Excellence comprised of the nation's top specialists for surgery, cancer care, infusions and more, Lantern delivers excellent care with significant cost savings to employers and their workforces. Lantern also pairs members with a dedicated care team, including Care Advocates and nurses, for the entirety of their care journey, helping them get back to good health, back to their families and back to work. With convenient access to specialists nationwide, Lantern means quality care is within driving distance for most. Lantern is trusted by the nation's largest employers to deliver care to more than 6 million members across the country. Learn more about us at lanterncare.com.

About You:

• You use LOGIC in your decision making and understand that progress is critical to making change. You focus on the execution of your content while balancing a fast-paced environment and you take the time to celebrate both the small & big wins.
• INCLUSION is a core tenant of your personal beliefs. A diverse and inclusive environment is incredibly important to you. You understand and desire to be a part of a diverse team with different experiences and perspectives & you cherish the differences in each individual that you interact with.
• You have the GRIT, drive and ambition to tackle big problems. Big problems require big ideas and a team that supports new ideas.
• You care deeply for your customers are driven to keep HUMANITY in all decisions. Your customers aren’t just the individuals using your product. They are the driving factor in your motivation to make a change.
• Integrity guides you in life. Focusing on the TRUTH vs. giving people the answers they want to hear.
• You thrive in a Team Environment. Collaboration is key in innovation and creating change.
  
  

These pillars of LIGHT are a reminder to our team that we are making a difference by providing guidance and support in navigating the often complex and confusing landscape of healthcare. We hope that through this LIGHT, individuals can find their way to the best care, resources, and support they need to get back to life.

If this sounds like you, we would love to connect to speak further about career opportunities at Lantern.

Please apply to our role & someone from our Talent Acquisition Team will reach out to help you navigate our interview process.

Member Services Supervisor

As a Member Services Supervisor, you will play a pivotal role in our Member Services department, working closely with the Member Services Director to lead and inspire a team of Care Advocates. Your primary responsibility will be to create an environment where excellence thrives, both in member service delivery and team performance.

Location: Dallas | Texas | On-site full time

Responsibilities:

Talent Management:

• Partner with the Member Services Director in recruiting, developing, and retaining top talent. Provide coaching and mentorship to customer care advocates to enhance their skills and career growth.
• Cultivate a team-centered culture that celebrates innovation and excellence in member and client satisfaction.
• Provide functional guidance, training, and support to customer care advocates to ensure they deliver exceptional service.
  
  

Business Operations:

• Utilize data-driven insights to conduct one-on-one feedback sessions with team members, ensuring continuous improvement in service delivery.
• Manage work schedules to optimize phone coverage and handle escalated calls effectively to resolve member issues promptly.
• Prepare and analyze standard reports to monitor workload, outreach expectations, and quality metrics, making recommendations for operational enhancements.
• Collaborate with senior management to set and achieve departmental goals, focusing on efficiency and effectiveness improvements.
• Monitor team data to drive member utilization, change management initiatives, and enhance member experiences.
• Support the Member Services Director in achieving client, company, and member experience goals by tracking and managing defined KPIs.
  
  

Member Experience:

• Act as a liaison between care advocates and management to address member questions, resolve issues, and support initiatives that enhance the member experience journey.
• Handle second-level member escalations and proactively identify and resolve service issues to maintain high client and member satisfaction levels.
• Communicate client expectations and business metrics effectively to the team, ensuring alignment with organizational goals.
• Collaborate with the Member Services Director to facilitate effective client implementations and provide ongoing support to account management teams.
  
  

Requirements:

• Preferred 2 or more years of experience in Healthcare space
• 2-3 years’ experience in Service Center environment: REQUIRED
• Experience utilizing InContact and NICE
• Advance experience utilizing Microsoft application
• Proven ability to deliver results in a service-based healthcare or insurance environment
• Ability to work effectively in a team environment
• Strong written and verbal communication skills
• Strong critical thinking and problem-solving skills
• Motivated team play with a positive attitude and ability to work in fast-paced environment
• Ability to effectively organize work activities to meet deadlines
• Ability to manage up to 18 Customer Care advocates
• Must be comfortable being able to multitask and solve client problems
  
  

Benefits

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Short & Long Term Disability
• Life Insurance
• 401k with company match
• Paid Time Off
• Paid Parental Leave
  
  

Lantern does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.