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

Dallas, TX - Open to Remote with Travel to Dallas

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.

 

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

The Vice President of Member Services Operations will lead the strategy, development, and execution of all member experience operational initiatives for the LCC program. This includes oversight of clinical and non-clinical operations including workforce management, quality, performance management, reporting and implementations. This role is an essential build, lead and optimize leadership position.

The LCC program offers case management and navigation to patients with cancer with live support from nurses, care guides and social workers, through a call center and a digital front door. This program is still in it’s early stages of development. This is a hands-on role for someone who likes to build, is customer and care team centric, and driven by data.

This individual will play a pivotal role in ensuring that cancer patients receive seamless, empathetic, and high-quality care throughout their journey. They will work closely with cross-functional teams, including clinical, technology, product, marketing and analytics to enhance member satisfaction, engagement, and outcomes. The non-clinical care team members will report directly to this role with clinical team members having matrixed reporting

Location: Remote with travel to Dallas, TX

Responsibilities and Duties:

  1. Operational excellence and workforce management
    • Implement operational cadence and standards in addition to overseeing the daily operations of the care team across the call center and digital front door. Creating a seamless patient experience across clinical/non-clinical team activities in terms of quality and timeliness of care is key
    • Develop and implement standard operating procedures, scripts, and workflows to maintain high service quality and operational efficiency.
    • Optimize intake process, patient assignment, caseload management and workflows. Ensure the timely and effective resolution of member inquiries and issues
    • Monitor adherence to protocols to ensure quality and compliance with evidence-based practices
    • Train care team on workflow and clinical updates in collaboration with the Director of Case Management
    • Implement centralized reporting to capture patient data, workflow efficiencies, and overall outcomes
  2. Quality Assurance and Continuous Improvement:
    • Collaborate with the Director of Case Management and VP of Ops to create a standard operating process and audit method to improve team performance and ensure quality delivery. Document requirements and conduct audits/call listening.
    • Track key performance indicators (KPIs) related to member satisfaction, call center efficiency and quality of care. Meet frequently with the cancer care team leadership to review metrics, identify gaps and ways to mitigate
    • Work closely with clinical, legal, and operational leadership to ensure our services meet and maintain the highest standards of regulatory compliance and patient safety.
    • Implement feedback loops and member surveys (in coordination with product/marketing) to regularly gather insights and improve service delivery
    • Use data-driven approaches to assess performance and drive continuous improvement initiatives
  3. Implementations
    • Work with the Client Engagement and Product leads to understand client pipeline and ensure the operational team is prepared for volume changes and any adjustments to workflow/staffing that are contracted
    • Join client meetings as required to explain the operational side of the program and respond to client requests for information
    • Support the development of scalable client reporting on key program indicators for monthly and year end updates
  4. Strategic Leadership:
    • Develop and execute the overall member experience strategy in collaboration with marketing and product to ensure a patient-centric approach across all touchpoints, including live calls from the care team, mobile and portal interactions.
    • Collaborate with senior leadership to align member experience goals with the company’s vision, values, and business objectives
    • Partner with our Surgery care member services team to ensure member experience journeys are optimized for cross functional member needs.
    • Monitor industry trends in virtual care, patient support, and digital health to continuously innovate and improve the member experience.
  5. Team Management:
    • Implement individual and team level KPIs.
    • Lead and mentor the member experience team, including care guides, medical records specialists, LCSWs and nurse navigators
    • Ensure care team members are trained to provide compassionate, accurate, and timely support to members across all communication channels.
    • Foster a culture of continuous improvement, collaboration, and accountability within the team.
    • Coordinate with HR to ensure all policy and procedures are being adhered to across nonexempt and exempt personnel.
  6. Member Engagement and Retention:
    • Collaborate with the product and marketing teams to design and implement strategies to enhance member engagement through personalized care, proactive outreach, and timely communication.
    • Use data analytics to identify trends in patient conversion, member engagement and satisfaction, identify pain points, and implement targeted interventions to improve these metrics
  7. Collaboration with cross-functional teams:
    • Work closely with clinical, technology, product, marketing and analytics to ensure operations is meeting client and patient/caregiver needs
    • Partner with the product development and technology teams to enhance the care management platform and digital front door features and functionality based on member feedback and emerging trends.

Qualifications:

    • Bachelor’s degree in healthcare administration, business, or related field; Master’s degree preferred.
    • 10+ years of experience in healthcare, patient experience, or customer service leadership, ideally within a virtual care or healthcare navigation setting
    • Experience building an early stage program and putting effective processes and teams in place
    • Proven track record of developing and implementing member/patient experience strategies in a healthcare environment.
    • Experience developing a quality function, delivering and implementing improvements
    • Strong leadership and team management skills with experience overseeing clinical operations (e.g., call centers) and digital health platforms
    • Experience with data analysis and KPI tracking to measure and improve performance.
    • Excellent communication, collaboration, and problem-solving skills.
    • Passion for improving the lives of cancer patients and their caregivers/families.

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.

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