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Director of Clinical Operations, Member Care

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.

 

Director of Clinical Operations, Member Care

The Director of Clinical Operations, Member Care is responsible for overseeing and managing the clinical operations of Lantern’s Member Services team, ensuring efficient and effective patient (or in Lantern speak, member) service, compliant with regulations, and company policy. This role will lead a team of supervisors and clinical care specialists to improve operational performance and the quality of member interactions. In doing so, this leader will also engage members directly, support their selection of top-quality healthcare specialists and provide guidance for their healthcare needs.

Location: Dallas, TX | OR Remote with 50% Travel to Dallas

Responsibilities:

  • Lead and supervise managers, supervisors, and clinical care specialists to ensure optimal performance and delivery of member care. 
  • Drive accountability and understanding via metrics management on critical KPIS including patient outcomes, satisfaction, and operational metrics. 
  • Develop and implement training programs to ensure all staff are properly equipped to meet member needs and comply with best practice standards. 
  • Work in unison with the Customer Service leadership team to drive service excellence (Training, Quality Assurance, WFM, etc.) 
  • Foster a team-centered culture within the team and reward innovation that improves member and client satisfaction. 
  • Manage staffing levels to ensure adequate phone coverage and optimize resource utilization. 
  • Participate in the strategic planning process, including identifying opportunities for service expansion, operational improvements, and cost-saving initiatives. 
  • Develop and implement strategies to enhance the team’s performance, member experience, and organizational goals. 
  • Provide leadership, mentorship, and professional development opportunities for clinical staff. 
  • Identify opportunities for innovation, efficiency, and consistency across the team and direct operational business processes through use of technology and automation tools 
  • Identify and resolve problems to ensure our full cycle customer support is maintained at the highest level and communicates noticeable trends to VP of Specialty Operations for escalation 
  • Partner with other departments to ensure effective roll outs and overall trends in delivery are understood and managed 

Qualifications, Licensing/Certification Experience:

  • Bachelor’s degree in Nursing (BSN) required; Master’s degree in Nursing, Healthcare Administration, or related field preferred.
  • Active Registered Nurse (RN) license required. Experience in inpatient/outpatient bariatric, orthopedic, and spine preferred.
  • Certification in Clinical Operations, Healthcare Management, or relevant certifications is a plus. 
  • Minimum of 5-7 years of clinical experience, with at least 3-5 years in a leadership or management role within healthcare operations. 
  • Extensive experience in clinical operations management and strategic planning, preferably in telemedicine and digital health companies 

Strong Candidates will have:

  • Strong leadership and management abilities with experience in guiding teams towards organizational goals. 
  • In-depth knowledge of healthcare regulations, clinical processes, and best practices. 
  • Excellent communication, interpersonal, and problem-solving skills. 
  • Ability to make data-driven decisions and oversee continuous quality improvement efforts. 
  • Must be comfortable working across various software platforms in a fast paced, evolving tech-forward environment. 
  • Cross-team collaboration within the organization including Marketing, Product, Operations, Data Analytics, etc.  

 Benefits

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

#LI-MMI

#LifeAtLantern

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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The role is hybrid if located in the Dallas area or travel 50% (every other week) if located elsewhere.

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