Member Services Supervisor

Member Services Supervisor

Dallas, Texas, United States

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.

Member Services Supervisor

Lantern supports members through the healthcare journey by connecting them to high-quality care and helping simplify complex decisions and experiences.

Role Overview

As Member Services Supervisor, you will partner with your Manager to lead, coach, and develop a team of Care Advocates. This role is responsible for sustaining a dependable team operation, supporting service excellence, guiding change adoption, and improving how work gets done over time.

Leadership focus: Individual execution ? Team reliability | From running operations ? owning member experiences

Location: Onsite in Dallas, Texas (hybrid options available after onboarding successfully).

Key Responsibilities

Talent Management & Development

• Partner with Member Services Leadership to recruit, develop, and retain top talent while coaching Care Advocates to improve performance and grow their careers.

• Lead effective 1:1s that set clear expectations, address development gaps, and build growth plans that strengthen team capability.

• Assess and actively build talent readiness within the team, identifying high-potential Care Advocates and providing stretch opportunities that prepare them for greater responsibility.

• Foster a team culture that supports innovation, psychological safety, and strong member and client service outcomes.

• Facilitate frontline leadership skill-building for senior Care Advocates, supporting their readiness for supervisory responsibilities.

• Demonstrate effective communication and conflict management skills; model constructive dialogue and equip the team to do the same.

Business Operations & Continuous Improvement

• Use performance data in coaching sessions to improve service quality, accountability, and team results.

• Promote continuous improvement by identifying inefficiencies, streamlining workflows, and applying process improvement basics to daily operations.

• Lead the team through change effectively: communicate the 'why' behind new initiatives, support change adoption, and sustain new ways of working until they become standard practice.

• Identify and advocate for technology and automation enhancements including AI-assisted tools and workflow automation that reduce manual effort and improve the member experience.

• Manage schedules and phone coverage to support service levels and resolve escalated member issues promptly.

• Analyze reports on workload, outreach, and quality metrics to identify gaps and recommend operational improvements.

• 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 Member Services 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.

• Communicate client expectations and business metrics effectively to the team, ensuring alignment with organizational goals.

• Collaborate with your Manager to facilitate effective client implementations and provide ongoing support to account management teams.

Skills & Experience

Required Qualifications

• 23 years of experience in a service center environment.

• Proficiency in Microsoft applications, including Teams, Excel, PowerPoint, and Outlook.

• Proven ability to deliver results in a service-based healthcare or insurance environment.

• Strong written and verbal communication skills, including conflict resolution and constructive feedback.

• Strong critical thinking, problem-solving, and organizational skills, with the ability to manage multiple priorities and meet deadlines.

• Ability to lead a team of up to 14 Care Advocates in a fast-paced environment.

• Comfort managing complex client and member issues while maintaining a high standard of service.

Preferred Qualifications

• 2+ years of experience in the healthcare industry.

• Experience with inContact and N i CE.

• Experience supporting continuous improvement initiatives and familiarity with Lean basics or similar process improvement methods.

• Experience working with digital tools, automation, AI-assisted workflows, and reporting systems that support efficient service delivery.

• Experience leading teams through change by clearly communicating new processes and sustaining adoption over time.

Key Competencies

• Member Focus Keeps the member experience at the center of decisions and actions.

• Team Leadership & Coaching Builds trust, sets clear expectations, and develops people through coaching, feedback, and accountability.

• Continuous Improvement Uses data and process thinking to improve service quality, simplify work, and remove friction.

• Change Leadership Communicates change clearly, supports adoption, and helps the team stay effective through transitions.

• Communication & Conflict Resolution Communicates with clarity and respect, addresses conflict constructively, and aligns stakeholders around expectations.

• Operational Execution Plans effectively, manages priorities, and delivers against service goals and KPIs.

• Technology Fluency Uses available tools, including automation and AI-assisted platforms, to improve productivity and service delivery.

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.

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Employer Direct Healthcare