Member Engagement Advocate

Job Description

Job Description

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.

JOB OVERVIEW

As a Member Engagement Advocate, you will serve as a trusted resource for members navigating the complexity of the healthcare system. The predominant amount of your work will center on outbound cold calling — but this role carries a meaningful sales dimension. You will be responsible for not only informing members of their Lantern benefits but actively engaging, persuading, and motivating them to take action toward their care — converting member conversations into scheduled appointments and completed care journeys. This role also carries greater responsibility in case management and administrative coordination — managing complex member situations through appointment coordination. You will work closely with healthcare providers, insurance companies, and internal teams to ensure members receive timely, accurate, and empathetic support throughout their healthcare journey. This role requires a highly organized, persuasive, and experienced professional who can manage a higher volume of complex cases with minimal oversight.

Location : Dallas, TX - Full-time onsite

Compensation Details: $22.00 - $26.50 an hour + competitive monthly bonus program

Bonus Compensation: Competitive monthly bonus.

Shift Schedule: Shifts are 9:30-6:00pm & 8 :00am-4:30pm Central Time, Monday-Friday

Responsibilities:

Member Engagement & Outbound Calling

• Conduct a predominant amount of outbound cold calls to members to inform them of their Lantern benefits, build rapport, and actively motivate members to schedule appointments and engage with their care — converting conversations into action (50-100 outbound calls daily)
• Apply consultative sales techniques to engage members who may be hesitant, unaware, or disengaged — using empathy, education, and persuasion to drive member activation
• Leverage strong communication and relationship-building skills to connect with members confidently, handle objections effectively, and maintain professionalism in every interaction
• Receive inbound calls from members, providing expert-level education on Lantern benefits, surgical pathways, and appointment coordination
• Build and maintain strong, ongoing member relationships
• Handle escalated member situations with sound judgment, empathy, and a focus on resolution

Case Management & Administrative Coordination

• Own and manage a caseload of complex member cases from initiation through resolution, ensuring accurate documentation and timely follow-through at every step
• Coordinate care across a variety of clinical settings, working closely with healthcare providers, insurance companies, and internal teams to remove barriers and facilitate seamless member experiences
• Manage detailed case notes, appointment records, and member documentation across all relevant systems with a high degree of accuracy and consistency
• Track open cases and follow up proactively to ensure no member falls through the cracks
• Partner with health insurance counterparts to resolve complex questions related to benefits, claims, and billing on behalf of members

Quality, Compliance & Documentation

• Maintain strict confidentiality and adhere to HIPAA and all applicable compliance requirements in every member interaction
• Update all systems accurately and in real time to document member engagement, case status, and interaction outcomes
• Identify and relay member feedback, concerns, and systemic issues to leadership to support continuous improvement
• Ensure the highest level of professionalism and quality in every member touchpoint

Team Contribution & Collaboration

• Collaborate cross-functionally with Operations, Training, QA, and partner organizations to support program goals and member outcomes
• Contribute to team performance targets while consistently achieving individual metrics and goals
• Participate actively in ongoing training, development, and program updates
• Other responsibilities as assigned

Requirements:

• 4+ years of customer service experience, with at least 2 years in a healthcare contact center, care navigation, or sales case management environment
• Demonstrated ability to engage, persuade, and motivate members or customers in an outbound sales or consultative calling environment
• Demonstrated experience managing complex member or patient cases from initiation through resolution
• Strong knowledge of care coordination, case management concepts, and healthcare benefit navigation
• Exceptional verbal and written communication skills with the ability to engage confidently across members, providers, and insurance partners
• Highly organized with the ability to manage a complex caseload, multiple systems, and competing priorities simultaneously without compromising quality
• Proficient in CRM systems and contact center tools; able to learn new technologies quickly
• Self-directed and proactive — able to manage cases and responsibilities with minimal supervision
• Genuine empathy for members and a deep commitment to delivering an exceptional member experience
• Working knowledge of HIPAA and healthcare compliance requirements
• Bilingual (English-Spanish or other) preferred

Strong Candidates Will:

• Have direct experience in healthcare care navigation, case management, or a complex outbound contact center environment
• Be natural salespeople — able to engage, educate, and motivate members to take action while keeping every interaction warm, empathetic, and member-first
• Handle objections with confidence and creativity, turning hesitant members into active participants in their own care
• Be natural communicators — warm, clear, and confident managing complex member conversations and provider or insurance interactions
• Take ownership of cases and follow through independently without needing to be reminded
• Stay organized and accurate under pressure — managing documentation, follow-ups, and system updates without dropping the ball
• Bring genuine empathy to every interaction while maintaining professionalism and efficiency at scale
• Adapt quickly to new workflows, systems, and program updates
• Be a steady, reliable presence on the team — contributing to a high-performing culture while consistently raising the bar for themselves

Benefits:

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

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.

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.