Operations Manager, Member Service Operations

Lantern; Texas; On-site; USD 95,000 - 110,000; 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 is seeking an Operations Manager for Member Service Operations to lead the SMS and Lantern Outbound Contact Centers and guide Supervisors and the QA Lead toward strong performance and excellent member experience.

You will own reporting, optimize resources, and collaborate across functions, traveling up to 10%. A customer-centric mindset and coaching leadership are essential to success in this role.

Qualifications

• 5+ years of customer service or contact center experience, or Bachelor's degree (healthcare experience preferred).
• Experience managing and mentoring supervisors or frontline leadership.
• Familiarity with reporting and analytics tools (Salesforce preferred).
• Experience leading a contact center environment.
• Customer-centric focus with excellent written and verbal communication skills.
• Strong time and task management skills.
• Knowledge of care coordination and case management concepts preferred.
• Bilingual language skills preferred (English-Spanish or other).

Responsibilities

• Manage day-to-day operations of the SMS and Lantern Outbound Contact Centers.
• Set goals and metrics for the contact center(s).
• Monitor campaign and workflow progress and completion.
• Modify and pivot resources and technology to meet Lantern and member needs.
• Own monthly, quarterly, bi-annual, and annual performance reporting for leadership.
• Directly lead a team of four Supervisors and the QA Lead, and assist in overseeing the Lantern Outbound Manager.
• Coach and mentor staff in accordance with Lantern guidelines.
• Travel up to 10% and collaborate cross-functionally on initiatives.

Skills

Customer service

Leadership

Coaching

Mentoring

Communication

Time management

Agility

Ownership

Problem solving

Bilingual English/Spanish

Education

Bachelor's degree

Tools

Salesforce

Job description

Operations Manager, Member Service Operations

About Lantern

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.

Operations Manager, Member Service Operations

As Operations Manager, Member Service Operations, you will drive the day-to-day performance of the SMS and Lantern Outbound Contact Centers, serving as the operational leader and department representative for the outbound business. You will directly lead a team of Supervisors and the QA Lead, partner closely with the Lantern Outbound Manager, and ensure the contact center consistently delivers on its goals, quality standards, and member experience commitments.

Responsibilities:

Contact Center Operations & Performance

• Manage day-to-day operations of the SMS and Lantern Outbound Contact Centers
• Set goals and metrics for the contact center(s)
• Monitor campaign and workflow progress and completion
• Modify and pivot the direction of resources and technology to match Lantern and member needs

Reporting & Analysis

• Own monthly, quarterly, bi-annual, and annual performance reporting for the contact center(s), providing results to Lantern leadership with attention to detail
• Analyze a variety of problems and provide information and solutions

Team Leadership & Performance Management

• Directly lead a team of four Supervisors and the QA Lead, and assist in overseeing the Lantern Outbound Manager
• Manage a reporting structure of over twenty-five teammates
• Partner with Supervisors on personnel escalations and performance management
• Coach and mentor staff in accordance with Lantern guidelines
• Step in to support each pod during periods when the direct Supervisor is out
• Provide leadership guidance and representation in meetings

Process, Quality & Documentation

• Lead quarterly schedule reviews
• Own outbound scripting adjustments, preparation, and validation
• Develop SOPs and job aids for Lantern Outbound and SMS
• Oversee development of the QA program for Lantern Outbound

Program & Cross-Functional Support

• Manage to department goals
• Operationalize company initiatives and projects
• Support and develop projects and goals within budgets and timelines
• Collaborate cross-departmentally to address issues, concerns, questions, and initiatives as needed
• Support interviewing, onboarding, and training of new leadership and Advocates
• Effectively communicate with leadership on items needing attention or familiarity
• Perform other duties and projects as assigned
• Travel up to 10%

Requirements:

• 5+ years of customer service or contact center experience, or Bachelor's degree (healthcare experience preferred)
• Experience managing and mentoring supervisors or frontline leadership
• Familiarity with reporting and analytics tools (Salesforce preferred)
• Experience leading a contact center environment
• Customer-centric focus with excellent written and verbal communication skills
• Strong sense of ownership and ability to work independently and in a small team
• Agility — ability to change direction quickly and manage competing priorities
• Strong time and task management skills
• Knowledge of care coordination and case management concepts preferred
• Bilingual language skills preferred (English-Spanish or other)

Strong Candidates will:

• Lead with empathy while holding a high bar for team performance and accountability
• Be comfortable balancing competing priorities across multiple contact center programs
• Communicate clearly and confidently with cross-functional and senior leadership
• Take ownership of outcomes and proactively solve problems before they escalated
• Build trust and rapport quickly with Supervisors, Advocates, and cross-functional partners
• Bring a continuous improvement mindset to processes, scripting, and QA
• Medical Insurance
• Vision Insurance
• Short & Long Term Disability
• Life Insurance
• 401k with company match
• Paid Time Off

Compensation: Base salary range: $95,000 - $110,000 plus annual bonus, depending on relevant experience, location, and qualifications.

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 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.

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.

Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in Lantern’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:

A "disabled veteran" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service-connected disability.

A "recently separated veteran" means any veteran during the three-year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An "active duty wartime or campaign badge veteran" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An "Armed forces service medal veteran" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.