Member Engagement Advocate

About Lantern

Lantern is a specialized healthcare platform that connects individuals with top-tier specialists nationwide for services such as surgery, cancer care, and infusion treatments. Our Network of Excellence offers outstanding care accompanied by significant cost savings for employers and their employees. Lantern provides members with dedicated care teams including Care Advocates and nurses, supporting them throughout their healthcare journey to ensure a return to health, family, and work. Trusted by major employers, Lantern serves over 6 million members across the United States.

About You

• You make decisions based on logic and appreciate that measurable progress drives impactful change. You excel in executing your duties effectively in a fast-paced setting and celebrate successes, big and small.
• Inclusion is a fundamental value for you. You respect and embrace diverse perspectives and experiences, thriving in environments enriched by such differences.
• You possess determination, ambition, and resilience necessary to address complex challenges and are motivated to generate innovative solutions.
• Compassion for customers guides you; you prioritize humanity in your decisions, recognizing customers as the core inspiration behind your efforts.
• Integrity is central to your approach, valuing truthfulness over offering convenient answers.
• You excel in collaborative settings, believing teamwork fosters innovation and drives meaningful change.

Job Overview

As a Member Engagement Advocate based in Dallas, TX (onsite, full-time), you will act as a reliable guide for members navigating the complexities of healthcare. Your primary focus will involve making proactive outbound calls to inform members about their Lantern benefits, engaging them to schedule care appointments, and encouraging commitment to their healthcare journeys. This role involves meaningful sales responsibilities along with sophisticated case management and administrative coordination. You will handle complex member cases by collaborating with healthcare providers, insurers, and internal teams to ensure timely, compassionate support. This position demands a highly organized and persuasive professional capable of independently managing a substantial caseload.

Responsibilities

• Make outbound cold calls to educate members about Lantern benefits and motivate action towards scheduling appointments and engaging in care.
• Utilize consultative sales methods to engage hesitant or unaware members by combining empathy, education, and persuasion.
• Communicate confidently with members to establish trust, address objections professionally, and maintain strong relationships.
• Answer inbound member calls, providing detailed education on benefits, surgical pathways, and appointment coordination.
• Manage complex cases from start to finish, documenting thoroughly and ensuring timely follow-ups.
• Coordinate among clinical settings, healthcare providers, insurance companies, and internal stakeholders to eliminate barriers and facilitate smooth member experiences.
• Maintain accurate, detailed case notes and appointment records across systems.
• Proactively track open cases and follow up to prevent members from being overlooked.
• Work closely with insurance partners to resolve complex issues related to benefits, claims, and billing.
• Adhere to HIPAA and compliance standards, safeguarding member confidentiality at all times.
• Update documentation systems in real time to reflect current member engagement and case statuses.
• Relay insights and feedback to leadership to promote continual service improvement.
• Collaborate with teams such as Operations, Training, and Quality Assurance to meet program objectives and enhance member outcomes.
• Engage actively in ongoing training and respond to program updates.

Requirements

• Minimum four years of customer service experience, including at least two years in healthcare contact centers, care navigation, or sales case management roles.
• Proven ability to engage and motivate members effectively in outbound consultative sales environments.
• Experience managing complex member or patient cases from initiation to resolution.
• Strong understanding of care coordination, case management methods, and healthcare benefits navigation.
• Excellent verbal and written communication skills to interact confidently with members, providers, and insurers.
• Highly organized, capable of handling numerous complex cases and managing multiple systems efficiently without quality loss.
• Proficiency in CRM and contact center technology, with a quick aptitude for learning new software.
• Self-motivated and able to manage caseloads independently with minimal supervision.
• Empathetic with a strong dedication to delivering exceptional member experiences.
• Familiarity with HIPAA and healthcare compliance regulations.
• Bilingual abilities (English-Spanish or other languages) are preferred.

Preferred Candidate Traits

• Experience in healthcare navigation, case management, or high-volume outbound contact environments.
• Natural sales abilities to educate and encourage members to engage warmly and empathetically.
• Skilled at handling objections creatively to convert hesitant members into active participants.
• Strong communication skills managing complex discussions with members, providers, and insurers.
• Independent and accountable case ownership with consistent follow-through.
• Ability to maintain organization and accuracy under pressure.
• Consistently empathetic yet professional in high-volume scenarios.
• Adaptability to evolving workflows, technology, and program demands.
• Dependable team member committed to high performance and self-improvement.

Benefits

• Medical, dental, and vision insurance plans.
• Short-term and long-term disability coverage.
• Life insurance policy.
• 401(k) retirement plan with company matching contributions.
• Paid time off and paid parental leave.

Additional Information

Shifts are Monday through Friday from 8:00 am to 4:30 pm Central Time.
Starting pay is $26.50 per hour plus a competitive monthly bonus program.
Lantern is committed to equal opportunity employment and does not discriminate against applicants on any legally protected basis.