Job Specifications
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.
The Senior Vice President of Member Services is a pivotal role within Lantern Care, responsible for evolving and managing all aspects of member services and the overall member experience. The SVP of Member services is responsible for overall executive leadership, operational rigor, strategic vision, and ownership of Lantern's Member Experience functions to achieve our mission and meet organization goals and requirements. This overall responsibility and ownership of results includes excellent performance in all areas of operational expertise in the healthcare space and Customer Experience Operations (service levels, case utilization, revenue generation, forecasting optimization, KPI’s, learning and Development, knowledge management, customer satisfaction - both current and new clients). As SVP you are a business athlete with the broad experience, analytical skills, and quantitative comfort to structure, analyze, and interpret data around our biggest challenges and opportunities. You will be an exceptional communicator and able to explain Lantern care in an informational, influential, concise, uplifting, and personable manner at all levels of the organization. The SVP will play a key role in growing and transforming our service delivery operation including our specialty evolution into the clinical care space. This role will have direct responsibilities for location growth in addition to overseeing and leading all management and operations of our current location (Dallas, TX). The SVP will collaborate with other Executives and management to execute on the strategies and plans of the company to achieve excellent customer service and ensure consistent profitable growth.
Location: Remote (must be able to meet travel requirements) | Dallas, TX preferred
Reports to: Chief Operating Officer
Key Responsibilities:
Serve as a key leader in driving revenue generation through concierge-level customer service, ensuring all team members are equipped to deliver top-tier support.
Must be an expert in all aspects of contact center delivery, strategy, and industry norms across people process and technology.
Utilize deep financial acumen and KPI expertise to analyze operational metrics, with a focus on both standard contact center performance and conversion/utilization rates.
Lead Practice CX leadership to enhance and improve all aspects of delivery in quality management, learning and development and knowledge management capabilities.
Collaborate with cross-functional teams to understand dependencies and ensure
About the Company
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...
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