Member Services Supervisor

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