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

Be the voice that gets someone the care they've been putting off. Join us in Dallas and build a career doing it.

Location

On-Site — Dallas, TX

Reports To

Operations Manager / Care Advocate Supervisor

Team

You'll be assigned to support one benefit program — Lantern or SMS — based on business need

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

The Opportunity

Ever had a phone call turn someone's whole day around? That's this job. Healthcare is confusing, and most people would rather ignore a benefits letter than call about it. You're the one who picks up the phone, cuts through the confusion, and gets someone unstuck — turning "I'll deal with it later" into "okay, I'm scheduled."

In this role, outbound calling is the core of the job. You'll spend the majority of your day dialing, building rapport fast, handling objections, and guiding members toward scheduled care — all day, every day. If you get energy from the phone ringing, love the rhythm of a good dial list, and want to sharpen your sales instincts in a role that actually matters to people's health, this is built for you.

What You'll Do

This is a phone-first, sales-driven role. Expect a full day of outbound dialing, with the skills below woven into every call:

• Spend the bulk of your day making outbound calls: working dial lists, building rapport fast, and moving members toward scheduling their care

• Apply consultative sales techniques and confident objection-handling to turn hesitant or disengaged members into active participants in their own care

• Educate members on their benefits and surgical pathways clearly enough that they're ready to say yes

• Field inbound calls as needed, offering the same expert-level guidance on benefits and appointment scheduling

• Own member cases from initiation through resolution, coordinating across providers, insurers, and internal teams

• Keep meticulous, real-time documentation across all systems so nothing falls through the cracks

• Partner directly with health plans to resolve benefits, claims, and billing questions on members' behalf

• Handle escalated or sensitive situations with sound judgment and genuine empathy

• Maintain strict HIPAA compliance and the highest standard of professionalism in every interaction

• Hit individual call and conversion metrics while contributing to team goals

• Participate actively in ongoing training and development

Why You'll Love Coming Into the Office

• Our Dallas office has energy. This is a floor that celebrates wins out loud, not a quiet room of headsets.

• Live coaching, on the spot and feedback right after a tough call instead of waiting on a scheduled review.

• The fastest lane to promotion. Leadership sees your work in real time, so growth into Training, QA, or Ops happens quicker here than almost anywhere

• Built-in mentorship from advocates and supervisors who'll teach you the moves that actually close calls: objection-handling, recovery lines, rebuttal scripts that work

• Shout-outs, team lunches, and milestone celebrations that hit completely different in person.

• You're getting in early. You're joining as we bring our advocate teams together under one roof in Dallas, which means you help shape the culture, not just join it.

What You'll Bring

• Real experience in an outbound sales or high-volume calling environment. You know what it takes to work a list and close.

• 3+ years of customer service experience, or an Associate's degree; 2+ years in a healthcare contact center, care navigation, or sales/case management environment is a strong plus

• Confidence handling objections and staying persuasive call after call, without losing warmth

• Excellent verbal and written communication skills across members, providers, and insurance partners

• Strong organizational skills, able to manage multiple systems, calls, and competing priorities without dropping the ball

• Comfort learning new CRM and contact center technologies quickly

• Genuine empathy and a deep commitment to the member experience

• Working knowledge of HIPAA and healthcare compliance requirements

• Resilience. You are comfortable dialing again after a tough no, and staying consistent across a full day of calls

• Bilingual (English-Spanish) preferred

You'll Thrive Here If You...

• Genuinely enjoy talking to strangers on the phone, all day, every day

• Get a little thrill out of turning "not interested" into "let's get this scheduled"

• Have the stamina and drive of a natural salesperson. You don't run out of energy by call fifty

• Bring genuine empathy while staying sharp, persuasive, and efficient at scale

• Take ownership of member issues through to resolution without needing to be reminded

• Want to be in the room where it happens. Learning live, building relationships in person, and growing your career somewhere you can see the next step

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.