Back to jobs
New

Member Services Supervisor

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. 

 

Member Services Supervisor 

About Us 

Lantern supports members through the healthcare journey by connecting them to high-quality care and helping simplify complex decisions and experiences. 

Role Overview 

As Member Services Supervisor, you will partner with your Manager to lead, coach, and develop a team of Care Advocates. This role is responsible for sustaining a dependable team operation, supporting service excellence, guiding change adoption, and improving how work gets done over time. 

Leadership focus: Individual execution → Team reliability | From running operations → owning member experiences 

Location: Onsite in Dallas, Texas (hybrid options available after onboarding successfully). 

 

Key Responsibilities 

Talent Management & Development 

  • Partner with Member Services Leadership to recruit, develop, and retain top talent while coaching Care Advocates to improve performance and grow their careers. 
  • Lead effective 1:1s that set clear expectations, address development gaps, and build growth plans that strengthen team capability. 
  • Assess and actively build talent readiness within the team, identifying high-potential Care Advocates and providing stretch opportunities that prepare them for greater responsibility. 
  • Foster a team culture that supports innovation, psychological safety, and strong member and client service outcomes. 
  • Facilitate frontline leadership skill-building for senior Care Advocates, supporting their readiness for supervisory responsibilities. 
  • Demonstrate effective communication and conflict management skills; model constructive dialogue and equip the team to do the same. 

Business Operations & Continuous Improvement 

  • Use performance data in coaching sessions to improve service quality, accountability, and team results. 
  • Promote continuous improvement by identifying inefficiencies, streamlining workflows, and applying process improvement basics to daily operations. 
  • Lead the team through change effectively: communicate the 'why' behind new initiatives, support change adoption, and sustain new ways of working until they become standard practice. 
  • Identify and advocate for technology and automation enhancements — including AI-assisted tools and workflow automation — that reduce manual effort and improve the member experience. 
  • Manage schedules and phone coverage to support service levels and resolve escalated member issues promptly. 
  • Analyze reports on workload, outreach, and quality metrics to identify gaps and recommend operational improvements. 
  • Collaborate with senior management to set and achieve departmental goals, focusing on efficiency and effectiveness improvements. 
  • Monitor team data to drive member utilization, change management initiatives, and enhance member experiences. 
  • Support Member Services in achieving client, company, and member experience goals by tracking and managing defined KPIs. 

Member Experience 

  • Act as a liaison between Care Advocates and management to address member questions, resolve issues, and support initiatives that enhance the member experience journey. 
  • Handle second-level member escalations and proactively identify and resolve service issues to maintain high client and member satisfaction. 
  • Communicate client expectations and business metrics effectively to the team, ensuring alignment with organizational goals. 
  • Collaborate with your Manager to facilitate effective client implementations and provide ongoing support to account management teams. 

 

Skills & Experience 

Required Qualifications 

  • 2–3 years of experience in a service center environment. 
  • Proficiency in Microsoft applications, including Teams, Excel, PowerPoint, and Outlook. 
  • Proven ability to deliver results in a service-based healthcare or insurance environment. 
  • Strong written and verbal communication skills, including conflict resolution and constructive feedback. 
  • Strong critical thinking, problem-solving, and organizational skills, with the ability to manage multiple priorities and meet deadlines. 
  • Ability to lead a team of up to 14 Care Advocates in a fast-paced environment. 
  • Comfort managing complex client and member issues while maintaining a high standard of service. 

 

Preferred Qualifications 

  • 2+ years of experience in the healthcare industry. 
  • Experience with inContact and NiCE. 
  • Experience supporting continuous improvement initiatives and familiarity with Lean basics or similar process improvement methods. 
  • Experience working with digital tools, automation, AI-assisted workflows, and reporting systems that support efficient service delivery. 
  • Experience leading teams through change by clearly communicating new processes and sustaining adoption over time. 

 

Key Competencies 

  • Member Focus Keeps the member experience at the center of decisions and actions. 
  • Team Leadership & Coaching Builds trust, sets clear expectations, and develops people through coaching, feedback, and accountability. 
  • Continuous Improvement Uses data and process thinking to improve service quality, simplify work, and remove friction. 
  • Change Leadership Communicates change clearly, supports adoption, and helps the team stay effective through transitions. 
  • Communication & Conflict Resolution Communicates with clarity and respect, addresses conflict constructively, and aligns stakeholders around expectations. 
  • Operational Execution Plans effectively, manages priorities, and delivers against service goals and KPIs. 
  • Technology Fluency Uses available tools, including automation and AI-assisted platforms, to improve productivity and service delivery. 

 

 

Benefits

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

 

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.

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.

Apply for this job

*

indicates a required field

Resume/CV*

Accepted file types: pdf, doc, docx, txt, rtf

Cover Letter

Accepted file types: pdf, doc, docx, txt, rtf

Education

Select...
Select...
Select...
Select...
Select...
Select...

We ask this to ensure compliance with state and local employment laws.

Select...

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey. Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiring process or thereafter. Any information that you do provide will be recorded and maintained in a confidential file.

As set forth in Lantern’s Equal Employment Opportunity policy, we do not discriminate on the basis of any protected group status under any applicable law.

Select...
Select...
Race & Ethnicity Definitions

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection. As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measure the effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categories is as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.

Select...

Voluntary Self-Identification of Disability

Form CC-305
Page 1 of 1
OMB Control Number 1250-0005
Expires 07/31/2029

Why are you being asked to complete this form?

We are a federal contractor or subcontractor. The law requires us to provide equal employment opportunity to qualified people with disabilities. We have a goal of having at least 7% of our workers as people with disabilities. The law says we must measure our progress towards this goal. To do this, we must ask applicants and employees if they have a disability or have ever had one. People can become disabled, so we need to ask this question at least every five years.

Completing this form is voluntary, and we hope that you will choose to do so. Your answer is confidential. No one who makes hiring decisions will see it. Your decision to complete the form and your answer will not harm you in any way. If you want to learn more about the law or this form, visit the U.S. Department of Labor’s Office of Federal Contract Compliance Programs (OFCCP) website at www.dol.gov/ofccp.

How do you know if you have a disability?

A disability is a condition that substantially limits one or more of your “major life activities.” If you have or have ever had such a condition, you are a person with a disability. Disabilities include, but are not limited to:

  • Alcohol or other substance use disorder (not currently using drugs illegally)
  • Autoimmune disorder, for example, lupus, fibromyalgia, rheumatoid arthritis, HIV/AIDS
  • Blind or low vision
  • Cancer (past or present)
  • Cardiovascular or heart disease
  • Celiac disease
  • Cerebral palsy
  • Deaf or serious difficulty hearing
  • Diabetes
  • Disfigurement, for example, disfigurement caused by burns, wounds, accidents, or congenital disorders
  • Epilepsy or other seizure disorder
  • Gastrointestinal disorders, for example, Crohn's Disease, irritable bowel syndrome
  • Intellectual or developmental disability
  • Mental health conditions, for example, depression, bipolar disorder, anxiety disorder, schizophrenia, PTSD
  • Missing limbs or partially missing limbs
  • Mobility impairment, benefiting from the use of a wheelchair, scooter, walker, leg brace(s) and/or other supports
  • Nervous system condition, for example, migraine headaches, Parkinson’s disease, multiple sclerosis (MS)
  • Neurodivergence, for example, attention-deficit/hyperactivity disorder (ADHD), autism spectrum disorder, dyslexia, dyspraxia, other learning disabilities
  • Partial or complete paralysis (any cause)
  • Pulmonary or respiratory conditions, for example, tuberculosis, asthma, emphysema
  • Short stature (dwarfism)
  • Traumatic brain injury
Select...

PUBLIC BURDEN STATEMENT: According to the Paperwork Reduction Act of 1995 no persons are required to respond to a collection of information unless such collection displays a valid OMB control number. This survey should take about 5 minutes to complete.