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Operations Manager, Member Services

Dallas, Texas, United States

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:

The Operations Manager, Member Services, is key to driving operational excellence and expertise for the overall member service delivery and experience through effective leadership, cross-functional collaboration, and talent development. The Operations Manager, Member Services, is a key leader for the member services team with a hands-on approach to achieving the highest levels of member satisfaction and to meeting the organizational goals for member experience and operational excellence. The Operations Manager, Member Services, will play a key role in growing and transforming our service delivery and operation. 

Responsibilities and Duties:

Team Leadership and Management 

  • Responsible for overseeing the daily operations of the service center, ensuring efficiency, productivity, and the delivery of high-quality customer service.
  • Lead, mentor and develop a team of service delivery supervisors and advocates.
  • Set performance expectations, provide regular coaching and feedback, conduct performance evaluations.
  • Drive accountability and understanding via metrics management on critical KPIS
  • Foster a team-centered culture within the team and reward innovation that improves customer and client satisfaction
  • Foster a positive and high-performing work environment. 

Business Operations 

  • Oversee daily service operations, ensuring adherence to policies and procedures. 
  • Monitor key performance indicators (KPIs) such as conversion metrics, customer satisfaction and quality scores.  
  • Analyze call, chat and case performance data to identify trends, areas for improvement, and potential issues.  
  • Develop and implement strategies to improve operational efficiency, productivity, and service quality.  
  • Work in unison with the Customer Service leadership team to drive service excellence (Training, Quality Assurance, WFM, etc.)
  • Drive measurable utilization and conversion rate improvements to help overall bottom-line revenue growth for Company
  • Collaborate cross-functionally in support of successful operational execution
  • Identify opportunities for innovation, efficiency, and consistency across the team 

Customer Service 

  • Must have a customer first approach to all activities, goals, and objectives.
  • Proven ability to work in a fast-paced environment, under tight deadlines.  
  • Responsible for driving daily, weekly, and monthly performance goals.
  • Make recommendations to the Director of Member Services regarding opportunities to enhance customer service and take an active role in implementation.
  • Identify and resolve problems to ensure our full cycle customer support is maintained at the highest level.
  • Partners with other departments to ensure effective roll outs and overall trends in delivery are understood and managed 

Requirements:

  • Three Years of Customer Operations Management experience is preferred.
  • Bachelor's Degree
  • Proven experience building, inspiring and scaling Customer Service teams
  • Confidence leading in a fast-growth, rapidly changing environment.
  • Strong written and verbal communication skills
  • Curious and solutions-oriented leader
  • Ability to effectively organize work activities to meet deadlines. 

Key Competencies:

  • Leadership
  • Effective Communication
  • Accountability  
  • 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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