Member Engagement Supervisor

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. 

Care Advocate Supervisor:

Our Dallas floor runs on energy — a room full of Care Advocates working the phones, turning "I'll deal with it later" into "okay, I'm scheduled." As Member Engagement Supervisor, you're the one who makes sure that energy translates into results. You'll coach a team of Care Advocates in real time, listening to calls, jumping in with feedback right after a tough one, and building the skills that turn a good advocate into a great one.

This role sits close to the floor. You're not managing from a distance — you're in the room, on the headset, running huddles, and solving problems as they come up. You'll balance day-to-day coaching and performance management with the operational work that keeps a growing team running smoothly: schedules, reporting, hiring support, and process improvement.

Location : Dallas, TX - Fully onsite

Schedule: Specific work hours will be determined upon hire and must fall within our call center's operating hours of 8:00 AM–7:00 PM ET

Responsibilities :

• Supervise, coach, and support a team of Care Advocates to meet performance and quality standards across outbound calling and member engagement
• Deliver real-time coaching and live call feedback, plus regular 1:1s, coaching sessions, and performance reviews
• Assist in hiring, interviewing, and onboarding new Care Advocates as the Dallas team scales
• Foster a culture of empathy, accountability, and continuous improvement on the floor
• Handle escalated or complex member inquiries with a focus on resolution and satisfaction
• Prepare and manage team schedules and monthly performance reports
• Measure and evaluate team and individual performance against key metrics and goals
• Ensure adherence to policies, performance standards, and established procedures
• Assist in developing job aids, SOPs, and process improvements that keep the team efficient
• Collaborate with Training, QA, Ops, and other departments to ensure seamless care coordination and consistent quality standards
• Share opportunities for improvement with leadership and help build solutions
• Explore AI tools to enhance processes and best practices

Requirements :

• 2–3 years of experience in a contact center or call center environment
• 1+ year in a lead, team lead, or supervisory capacity — formal or informal
• Strong interpersonal and communication skills, with a genuine passion for coaching and team development
• Proven ability to manage multiple priorities in a dynamic, fast-paced setting
• Comfort with contact center tools and reporting dashboards (Salesforce, Five9, or similar)
• Healthcare, insurance, or outbound sales/case management experience preferred
• Customer-centric focus with excellent communication skills and the ability to express empathy for member challenges
• Ability to work independently and collaboratively across small teams
• Knowledge of care coordination and case management concepts is a plus
• Real drive and motivation to hit goals — for yourself and for the team you're coaching
• Bilingual (English-Spanish) preferred

Strong Candidates will :

• Move Fast: Acting with urgency to respond to client and business needs
• Be Comfortable in a Fast-Paced Environment: that can be challenging but highly rewarding
• Be Good with Numbers: both in how they articulate value propositions but also in how they measure and report success
• Be Strategic Thinkers/Problem Solvers: both in how they work cross functionally, and also in how they build their function and supporting systems/processes
• Be Customer Focused: always looking to understand, advocate for and improve how we engage with our prospects
• Have High Energy and a Positive Outlook: infusing their engagement with prospects and internal teams with positive energy to help achieve our joint goals

Benefits

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

Compensation : Base salary range: $70,000-$80,000 depending on relevant experience, location, and qualifications.

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.