Member Services Supervisor

Member Services Supervisor 

About Us 

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

Role Overview 

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). 

 

Key Responsibilities 

Talent Management & Development 

• 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. 

Business Operations & Continuous Improvement 

• 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. 

Member Experience 

• 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. 

 

Skills & Experience 

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, 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. 

 

Preferred Qualifications 

• 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. 

 

Key Competencies 

• Member Focus Keeps the member experience at the center of decisions and actions. 

• Team Leadership & Coaching Builds trust, sets clear expectations, and develops people through coaching, feedback, and accountability. 

• Continuous Improvement Uses data and process thinking to improve service quality, simplify work, and remove friction. 

• Change Leadership Communicates change clearly, supports adoption, and helps the team stay effective through transitions. 

• Communication & Conflict Resolution Communicates with clarity and respect, addresses conflict constructively, and aligns stakeholders around expectations. 

• Operational Execution Plans effectively, manages priorities, and delivers against service goals and KPIs. 

• Technology Fluency Uses available tools, including automation and AI-assisted platforms, to improve productivity and service delivery. 

 

 

Benefits