Member Services Supervisor

Lantern•Dallas, TX

1d•Hybrid

About The Position

Lantern supports members through the healthcare journey by connecting them to high-quality care and helping simplify complex decisions and experiences. 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).

Requirements

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.

Nice To Haves

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.

Responsibilities

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.
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.
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.