Member Engagement Advocate

JOB OVERVIEW

As a Member Engagement Advocate, you will serve as a trusted resource for members navigating the complexity of the healthcare system. The predominant amount of your work will center on outbound cold calling — but this role carries a meaningful sales dimension. You will be responsible for not only informing members of their Lantern benefits but actively engaging, persuading, and motivating them to take action toward their care — converting member conversations into scheduled appointments and completed care journeys. This role also carries greater responsibility in case management and administrative coordination — managing complex member situations through appointment coordination. You will work closely with healthcare providers, insurance companies, and internal teams to ensure members receive timely, accurate, and empathetic support throughout their healthcare journey. This role requires a highly organized, persuasive, and experienced professional who can manage a higher volume of complex cases with minimal oversight.

Location: Dallas, TX - Full-time onsite

Compensation Details: Starting at $26.50 an hour + competitive monthly bonus program

Shift Schedule: Shifts are 8:00am-4:30pm Central Time, Monday-Friday

Responsibilities:

Member Engagement & Outbound Calling

• Conduct a predominant amount of outbound cold calls to members to inform them of their Lantern benefits, build rapport, and actively motivate members to schedule appointments and engage with their care — converting conversations into action
• Apply consultative sales techniques to engage members who may be hesitant, unaware, or disengaged — using empathy, education, and persuasion to drive member activation
• Leverage strong communication and relationship-building skills to connect with members confidently, handle objections effectively, and maintain professionalism in every interaction
• Receive inbound calls from members, providing expert-level education on Lantern benefits, surgical pathways, and appointment coordination
• Build and maintain strong, ongoing member relationships
• Handle escalated member situations with sound judgment, empathy, and a focus on resolution

Case Management & Administrative Coordination

• Own and manage a caseload of complex member cases from initiation through resolution, ensuring accurate documentation and timely follow-through at every step
• Coordinate care across a variety of clinical settings, working closely with healthcare providers, insurance companies, and internal teams to remove barriers and facilitate seamless member experiences
• Manage detailed case notes, appointment records, and member documentation across all relevant systems with a high degree of accuracy and consistency
• Track open cases and follow up proactively to ensure no member falls through the cracks
• Partner with health insurance counterparts to resolve complex questions related to benefits, claims, and billing on behalf of members

Quality, Compliance & Documentation

• Maintain strict confidentiality and adhere to HIPAA and all applicable compliance requirements in every member interaction
• Update all systems accurately and in real time to document member engagement, case status, and interaction outcomes
• Identify and relay member feedback, concerns, and systemic issues to leadership to support continuous improvement
• Ensure the highest level of professionalism and quality in every member touchpoint 

Team Contribution & Collaboration

• Collaborate cross-functionally with Operations, Training, QA, and partner organizations to support program goals and member outcomes
• Contribute to team performance targets while consistently achieving individual metrics and goals
• Participate actively in ongoing training, development, and program updates
• Other responsibilities as assigned

Requirements:

• 4+ years of customer service experience, with at least 2 years in a healthcare contact center, care navigation, or sales case management environment
• Demonstrated ability to engage, persuade, and motivate members or customers in an outbound sales or consultative calling environment
• Demonstrated experience managing complex member or patient cases from initiation through resolution
• Strong knowledge of care coordination, case management concepts, and healthcare benefit navigation
• Exceptional verbal and written communication skills with the ability to engage confidently across members, providers, and insurance partners
• Highly organized with the ability to manage a complex caseload, multiple systems, and competing priorities simultaneously without compromising quality
• Proficient in CRM systems and contact center tools; able to learn new technologies quickly
• Self-directed and proactive — able to manage cases and responsibilities with minimal supervision
• Genuine empathy for members and a deep commitment to delivering an exceptional member experience
• Working knowledge of HIPAA and healthcare compliance requirements
• Bilingual (English-Spanish or other) preferred

Strong Candidates Will:

• Have direct experience in healthcare care navigation, case management, or a complex outbound contact center environment
• Be natural salespeople — able to engage, educate, and motivate members to take action while keeping every interaction warm, empathetic, and member-first
• Handle objections with confidence and creativity, turning hesitant members into active participants in their own care
• Be natural communicators — warm, clear, and confident managing complex member conversations and provider or insurance interactions
• Take ownership of cases and follow through independently without needing to be reminded
• Stay organized and accurate under pressure — managing documentation, follow-ups, and system updates without dropping the ball
• Bring genuine empathy to every interaction while maintaining professionalism and efficiency at scale
• Adapt quickly to new workflows, systems, and program updates
• Be a steady, reliable presence on the team — contributing to a high-performing culture while consistently raising the bar for themselves

 Benefits: