SMS Care Advocate

Employer Direct Healthcare; Remote; CAD 30,000 - 60,000; Full time

Job summary

A Healthcare Solutions Company is seeking a Care Advocate to provide empathetic guidance to customers navigating the complexities of healthcare. This remote role requires excellent customer service skills and a commitment to helping others. Candidates should have a high school diploma or equivalent, with 1-3 years of customer service experience preferred. Responsibilities include answering questions, resolving issues, and coordinating care. Competitive compensation starting at $21.50 an hour plus bonuses and benefits are offered.

Benefits

Paid Training

Medical Insurance

Dental Insurance

Vision Insurance

Short & Long Term Disability

Life Insurance

401k with company match

Paid Time Off

Paid Parental Leave

Qualifications

• 1-3 years' experience in a customer service/service center role.
• Knowledge of care coordination and case management concepts is preferred.
• Strong written and verbal communication skills.

Responsibilities

• Deliver empathetic customer experience navigating healthcare complexities.
• Answer questions and resolve issues collaboratively.
• Coordinate care across various settings while maintaining confidentiality.

Skills

Customer service

Communication

Problem-solving

Team collaboration

Bilingual (Spanish & English)

Education

High School diploma (or equivalent)

Associate's or Bachelor's degree

Job description

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 and 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 thisLIGHT, 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.

Specialist Management Solutions (SMS) provides a benefit solution that helps large, self‑insured employers and health plans manage and drive down outpatient surgical spend, empowering employees/members with knowledge and education regarding the cost benefits of high‑quality ambulatory surgery centers (ASCs) and Centers of Excellence (COEs). Through an optimized member experience with a concierge navigation approach, SMS focuses to guide members on appropriate care decisions (surgical or non‑surgical) and sets them on a path for the right treatment and improved health outcomes. Ultimately, helping to manage and lower costs by redirecting employees to localized, high‑quality settings of surgical care with access to an unmatched provider network that drives savings and impact the bottom line. Through effective engagement strategies, SMS’ Provider Alliance network, and access to quality patient care, SMS works with employers and health plans to ensure a positive and exceptional member experience.

As a Care Advocate in the SMS Contact Center, you will be the face of Specialist Management Solutions (SMS) to our customers. You’ll deliver a personized, empathetic consumer experience as they navigate the complexity of the healthcare system. This will include answering questions and resolving issues in collaboration with teams across the company, healthcare providers, and insurance companies. You will be primarily engaging with our customers telephonically, but you will develop strong relationships with them as they complete their healthcare journey.

You're a great fit for this role if you are:

• High energy,
• Have an empathetic approach and passion for providing top‑tier customer service
• Have the ability to operate in a fast‑paced, call center environment centered around customer excellent over all things!
• Are passionate about helping others and making a difference within the healthcare space
• Are a curious, detail‑oriented problem‑solver

Location: Remote | USA | Full‑time

This is a remote, work‑from‑home position; candidates must have a reliable high‑speed internet connection and a quiet, private workspace suitable for confidential work.

Compensation Details: Starting at $21.50 an hour + competitive monthly bonus program

Shift Schedules:
Shifts are 10:30am‑7pm Eastern Time, Monday‑Friday

What a day in the life looks like

• Outbound calls, calling members to inform them of their Specialist Management Solutions benefits and act as a care guide on behalf of the customer helping them receive treatment from a network of high‑quality surgeons
• Receive inbound calls from members to educate them on their Specialist Management Solutions benefits and provide guidance with appointment scheduling
• Assist in the coordination of care across a variety of settings, while maintaining strict confidentiality and the highest level of professionalism
• Update all systems according to document member engagement
• Accurately document appointments and update information accordingly.
• Listen to member’s comments, concerns, and suggestions, relaying that information internally, while ensuring member satisfaction
• Collaborate with other departments and partnering companies as necessary
• Work with health insurance counterparts to answer customer questions related to benefits, claims, and billing
• Address and Analyze member inquiries, concerns, and complaints while providing information/solutions.
• Work within a team to achieve performance targets
• Achieve individual Performance Metrics and Goals
• Adhere to attendance policy and expectations
• Participate in ongoing training and development
• Other responsibilities as assigned

Requirements

• High School diploma (or equivalent) required for this role; Associates or Bachelors degree preferred.
• 1-3 years' experience in a customer service/service center and/or sales enablement role
• Knowledge of care coordination and case management concepts is preferred
• Ability to work effectively in a team environment
• Strong written and verbal communication skills
• Strong critical thinking and problem‑solving skills
• Ability to effectively organize work activities to meet deadlines
• Bilingual (Spanish & English) preferred

Benefits

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

#LifeAtLantern

Lantern does not discriminate on the basis of race, sex, color, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.