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Vice President of Member Services Specialty Operations

Remote, USA

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.

 

Vice President of Member Services Specialty Operations 

We are seeking an enthusiastic and dynamic Vice President of Member Services to lead our efforts in evolving our member experience delivery model. This role is essential for driving process improvements and enhancing member experience and conversion rates. The ideal candidate will be a people-focused leader who inspires and guides teams, fostering a culture of collaboration and excellence. 

Location: Dallas, Texas | Onsite position

Responsibilities:

  • Lead all aspects of our Member Services team focusing on developing and optimizing clinical and frontline operations, optimizing outbound member experience to support marketing and other conversion related initiatives. 
  • Build and lead high-performing teams, including clinical staff, new member specialists and analysts, ensuring they are equipped to drive raving fan experiences and drive operational conversion opportunities.   
  • Foster a people-centric culture that prioritizes employee engagement, development, and satisfaction, recognizing that a motivated team is key to delivering exceptional member services. 
  • Collaborate with cross-functional teams to identify opportunities for operational efficiencies and implement best practices that enhance member engagement and conversion rates. 
  • Utilize data-driven insights to inform decision-making, track performance metrics, and identify areas for improvement in member services operations. 
  • Champion initiatives that enhance the member journey, ensuring that all touchpoints are streamlined, user-friendly, and effective in meeting member needs. 
  • Act as a liaison between executive leadership and frontline staff, ensuring clear communication and alignment on strategic objectives and operational priorities. 
  • Influence training programs that support the evolution of the member services delivery model with a particular focus on clinical navigation 
  • Stay informed about industry trends and best practices in member services, continuously seeking opportunities for innovation and improvement. 

 

Requirements:

  • Strong analytical skills, with the ability to leverage data to drive insights and inform strategic decisions. 
  • Proven experience in a leadership role within member services or healthcare operations, with a strong focus on people leadership and team development. 
  • Demonstrated success in driving process improvements and enhancing member experiences through operational excellence. 
  •  Exceptional interpersonal and communication skills, with the ability to inspire and motivate teams while fostering a collaborative environment. 
  • Passion for improving member experiences and a commitment to delivering high-quality service. 
  • Ability to thrive in a fast-paced environment, managing multiple priorities while maintaining a focus on team dynamics and member satisfaction 
  • Strong operational excellence background, with a deep understanding of best practices in member experience management. 
  • 10 years’ Service Center and people leadership experience 
  • Experience with multi-channel service platforms that match right service channel (i.e., Call, chat, portal, text, etc.) for the best value. 
  • Must live within commuting distance to Dallas TX office. 
  • Willingness to travel as needed. 
  • B.A. or B.S. required. 

 

Technology Experience:

  • Call Management/InContact and IEX 
  • NICE Technology 
  • Desktop Tools 
  • Telecommunications 
  • Change Management 

 

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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