Outbound Care 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.

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.

JOB OVERVIEW

As a Sr. Care Advocate, you will be the face of Lantern to our members. You'll deliver a personalized, empathetic consumer experience as they navigate the complexity of the healthcare system. This will include answering questions and resolving issues in collaboration with teams across the company, healthcare providers, and insurance companies. You will be primarily engaging with members telephonically, but you will develop strong relationships with them as they complete their healthcare journey.

Location : Dallas, TX - Full-time onsite

Compensation Details: Starting at $21.50 an hour + competitive monthly bonus program

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

Responsibilities:

• Essential Functions
• Predominant amount of work surrounding calling members to inform them of their Lantern benefits and act as a care guide, helping members receive treatment from a network of high-quality surgeons
• Receive inbound calls from members to educate them on their Lantern benefits and provide guidance with appointment scheduling
• Assist in the coordination of care across a variety of settings, while maintaining strict confidentiality and the highest level of professionalism
• Update all systems accordingly to document member engagement
• Accurately document appointments and update information accordingly
• Listen to member comments, concerns, and suggestions, relaying that information internally while ensuring member satisfaction
• Collaborate with other departments and partnering companies as necessary
• Work with health insurance counterparts to answer member questions related to benefits, claims, and billing
• Address and analyze member inquiries, concerns, and complaints while providing information and solutions
• Work within a team to achieve performance targets
• Achieve individual performance metrics and goals
• Adhere to attendance policy and expectations
• Participate in ongoing training and development
• Other responsibilities as assigned

Requirements:

• 3 years of Customer Service Experience or Associate's Degree (healthcare experience preferred)
• Customer-centric focus with excellent communication skills
• Ability to assess situations, identify problems, and provide effective solutions
• Excellent verbal and written communication skills
• Strong organizational skills with the ability to manage multiple tasks and prioritize effectively
• Ability to manage multiple calls and tasks simultaneously without compromising quality
• Comfortable using various software applications and learning new technologies quickly
• Express empathy with members and compassion for their challenges
• Passion for healthcare improvement
• Ability to work independently and in small teams
• Agility – ability to change direction quickly
• Strong time management and task management skills
• Knowledge of care coordination and case management concepts is preferred
• Bilingual language skills preferred (English-Spanish or other)

Strong Candidates Will:

• Have prior experience in a healthcare contact center or care navigation environment
• Be natural communicators – warm, clear, and confident in both inbound and outbound member conversations
• Bring genuine empathy to every interaction and treat members with patience and professionalism at every step
• Stay organized and accurate under pressure – managing multiple systems, calls, and tasks without dropping the ball
• Be proactive problem-solvers who take ownership of member issues through to resolution
• Adapt quickly to new workflows, systems, and program updates without losing stride
• Show up consistently, follow through on commitments, and contribute to a high-performing team culture

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.