Member Services Supervisor

The role

You will lead, coach, and develop a team of Care Advocates to sustain dependable operations and service excellence. You will manage schedules, handle member escalations, and drive continuous improvement through data and process optimization.

What you will do

• Recruit, develop, and retain top talent while coaching Care Advocates
• Lead effective 1:1s to set expectations and build growth plans
• Identify high-potential Care Advocates and provide stretch opportunities
• Foster a team culture of innovation and psychological safety
• Facilitate frontline leadership skill-building for senior Care Advocates
• Use performance data in coaching sessions to improve service quality
• Identify inefficiencies and apply process improvement basics
• Lead the team through change and support change adoption
• Identify and advocate for technology and automation enhancements
• Manage schedules and phone coverage to support service levels

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
• Ability to lead a team of up to 14 Care Advocates in a fast-paced environment
• Comfort managing complex client and member issues

Nice to have

• 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
• Experience leading teams through change by clearly communicating new processes and sustaining adoption over time

Benefits

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

About the company

Lantern is a specialty care platform that connects people with a Network of Excellence of specialists for surgery, cancer care, infusions, and more. The company delivers care with cost savings to employers and pairs members with dedicated care teams.