Care Advocate Team Lead – Elevate Member Experience

Lantern; Dallas, Northern (TX, KY); Hybrid; USD 65,000 - 90,000; Full time

Benefits offered by this job

Medical Insurance

Vision Insurance

Short & Long Term Disability

Life Insurance

401k with company match

Paid Time Off

Job summary

Lantern, a specialty care platform, seeks a Member Services Supervisor to lead Care Advocates, sustain dependable operations, and drive service excellence. You will coach, develop talent, and guide change adoption while focusing on member experiences.

Location is onsite in Dallas, TX with hybrid options after onboarding. You will partner with leadership to improve efficiency, implement AI-assisted workflows, and monitor KPIs to ensure top-tier service for healthcare clients and members.

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.

Responsibilities

• Recruit, develop, and retain top talent while coaching Care Advocates to improve performance and grow their careers.
• Lead effective 1:1s with clear expectations and growth plans.
• Identify talent readiness and provide stretch opportunities for greater responsibility.
• Foster a culture of innovation, safety, and strong service outcomes.
• Provide frontline leadership skill-building for senior Care Advocates.
• Communicate and model constructive dialogue and equip the team to do the same.
• Use performance data to improve service quality and accountability.
• Identify inefficiencies and streamline workflows for daily operations.
• Lead change management and adoption of new initiatives.
• Advocate for tech and automation enhancements that improve member experiences.
• Manage schedules and coverage to meet service levels.

Skills

Service center experience

MS Office (Teams, Excel, PowerPoint, O

Healthcare/insurance service

Communication skills

Critical thinking

Team leadership (14 direct reports)

Conflict resolution

Tools

inContact

NICE

Job description

Lantern, a specialty care platform, seeks a Member Services Supervisor to lead Care Advocates, sustain dependable operations, and drive service excellence. You will coach, develop talent, and guide change adoption while focusing on member experiences.

Location is onsite in Dallas, TX with hybrid options after onboarding. You will partner with leadership to improve efficiency, implement AI-assisted workflows, and monitor KPIs to ensure top-tier service for healthcare clients and members.