Member Services Supervisor

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 work forces. 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

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).

• 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…