Director of Member Services Operations, Lantern Cancer Care (LCC)

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.

Director of Member Services Operations, Lantern Cancer Care (LCC)

This role will be a key leader for the Lantern cancer care team with a hands-on approach to achieve the highest levels of member satisfaction, high quality care and to meet the organizational goals for member experience and operational excellence. The Director of Member Services Operations will play a key role in growing and transforming our service delivery and overall member experience (translated into increased utilization of our LCC offering for patients with active cancer and in survivorship).

This position relies on an individual who can act as the lead expert in business knowledge in all dimensions of customer experience and is deeply rooted in core aspects of customer service operations and technology (our customer includes the patient and their families/caregivers). The role will be grass roots, building and owning essential programs around areas such as L&D, experience quality management, WFM protocols, KPI build and ability to lay the foundation for rapid scale. The role will require a positive, can-do attitude with considerable flexibility and adaptability, as well as the appropriate persistence when managing relationships with our customers, business partners and other EDHC teams. You will be expected to exercise independent judgement within defined practices and procedures to determine appropriate action, follow established guidelines (or create them) and evaluate unique circumstances and make recommendations. This individual must also be willing to constantly learn and demonstrate competencies in new technologies, products, and solutions, in addition to making tangible contributions to drive improvements in processes to create a stellar experience for our customers. 

You will position yourself as a subject matter expert and apply your knowledge to solve immediate customer friction issues, work on complex challenges where analysis of situations and data requires an in-depth evaluation of multiple factors and will frequently contribute to the development of new ideas and solutions that will help improve processes and customer experience. This role will lead and/or provide expertise to functional project teams and lead/participate in cross-functional initiatives. This individual must exercise significant independent judgment within broadly defined practices to determine best method for accomplishing work and achieving objectives. This role may provide mentoring and guidance to other employees. This role is critical for the team, and managing ad hoc project requests, reporting and data needs is a must. It will also require sensitivity to patients’ different goals/needs from clinical to financial and mental health, including collaborating with the Director of Case Management to define where clinical support is required versus where non-clinical team members can support Member needs.

Location: Remote with travel to Dallas, Texas

Responsibilities and Duties:

• The role will be grass roots, building and owning essential programs around L&D, experience quality management, WFM protocols, KPI build and ability to lay the foundation for rapid scale
• Model and foster a team-centered culture within the team and drive to innovations that improve member and client satisfaction. Collaborate cross-functionally with members from R&D, Product, Operations, Analytics, and Account Management in support of successful operational execution
• Operational management: create and implement workflows for program delivery in collaboration with the Director of Case Management. Develop associated policies and procedures, identify areas for process improvements and anticipate potential operational issues.
• Quality assurance: Listen to inbound/outbound calls to understand current approach and find ways to improve program performance and efficiency. Monitor and evaluate the performance of member services operations, ensuring compliance with established standards and identifying areas for improvement. Collect and analyze member feedback to continuously improve service offerings and operational processes.
• Budget and Resource Management: Develop and manage the budget for the member services department, ensuring cost-effective operations. Ensure adequate allocation of resources to meet operational demands and support team needs. Hiring: Build out the care team hiring forecast in collaboration with the Director of Case Management
• Member Experience: Develop strategies to enhance member engagement, satisfaction, and retention
• Reporting: Develop reporting on care team activities including refining KPIs and developing associated team training. Utilize data analytics to track performance metrics, identify trends, and inform decision-making.
• Compliance and Risk Management: Ensure all member services operations comply with relevant regulations, laws, and industry standards. Contribute to policies and standards. Identify potential risks and develop strategies to mitigate them, ensuring the safety and well-being of members.
• Work in unison with the Director of Case Management and VP of Operations to drive CX improvements, including implementation of an audit tool and process
  • Assess gaps across the entire member journey in collaboration with Product and Operations and identify opportunities to close these gaps
  • Lead critical “in the trench’s” care delivery and journey mapping exercises with clear view on operational action and outcome (e.g., developing clear documentation, hand offs and role definition)
  • Drive measurable engagement throughout the patient life cycle and focus on conversion rate improvements to help overall bottom-line revenue growth for Lantern Care
• Collaborate with Product team in establishing the Vision and Product Road Map to drive improved customer outcomes (customer defined as internal users on the care team and external Members/patients)
• Identify opportunities for innovation, efficiency, and consistency across the team
• Develop and drive a culture of continuous improvement

Customer Experience:

• Must have a customer first approach to all activities, goals, and objectives
• Direct the development and execution of operational business processes through use of technology and automation tools
• Responsible for daily, weekly, and monthly performance and project reporting
• Monitor and report on achievement of committed action plans to senior management
• Makes recommendations to GM and broader team regarding opportunities to enhance the member experience and takes an active role in their implementation
• Identifies and resolves problems to ensure client, provider and member service is maintained at the highest level and communicates noticeable trends to GM for escalation

Skills and Experience:

• Five Years of Customer Centric Operations Management experience REQUIRED, ideally in healthcare delivery setting (e.g., call center/virtual care program)
• Bachelor's Degree
• 5-8 years of professional experience with a combination of customer experience, project management and Lean Six sigma preferred
• Excellent analytical thinking, analysis, and problem-solving skills
• Project Management Professional certification required (PMP)
• Proven experience building, inspiring and scaling member services teams
• Thrives in a fast-paced environment that relies on the ability to multi-task and balance multiple, competing priorities, yet is still able to balance that energy and drive with sensitivity and compassion
• Works across boundaries easily and effectively, building internal and external relationships in a collaborative fashion
• Strong written and verbal communication skills
• Curious and solutions-oriented leader
• Ability to effectively organize work activities to meet deadlines
• Excellent analytical thinking, analysis, and problem-solving skills
• Strong verbal and written communication skills, including negotiation, presentation, and influence

Benefits:

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.