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. 

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 this Light, 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.

VP, Voice of the Customer Quality Management and Learning and Development

The role of Vice President of Voice of the Customer Quality Management and Learning and Development and is pivotal in shaping the quality of customer interactions and overall service excellence within our member services operation. Here are some key aspects to consider regarding this position: 

• The role will own all aspects of new hire and ongoing training. Building a best in breed program for surgery care, infusion and clinical.
• Ongoing training is a critical aspect of this role: leveraging trends from QA, Feedback from team and analysis of KPIS.
• Detailed reporting, roadmap and evolution of training, quality and KM are key success factors for this role
• Evolving our KM strategy to drive push versus pull content for CA is also a key responsibility of this role. 

Strategic Importance:

• Enhancing Customer Experience: This role focuses on improving the customer experience by ensuring that customer care advocates are well-trained and equipped with the necessary skills to manage inquiries effectively, thereby increasing satisfaction and retention rates.
• Driving Performance Metrics: By utilizing analytics and quality assurance data, the VP can identifytrends and patterns that impact conversion metrics, ultimately leading to improved business outcomes. 

Location: Dallas, Texas | Onsite position

Responsibilities:

Curriculum Development: 

• Crafting a comprehensive training program that not only addresses current needs but is adaptable to future changes in the market or business model. This includes incorporating feedback loops from advocates and customers to continuously update training materials.
• Performance Improvement: Regular assessments of advocate performance through QA evaluations, ensuring that training is tailored to address specific gaps and enhance overall service delivery. 

Quality Management:

• Establishing robust quality management practices that focus on creating a culture of continuous improvement. This involves not just monitoring calls but actively refining the quality criteria based on evolving clinical practices and customer expectations. 

Voice of the Customer

• Developing a systematic approach to capture and analyze customer feedback through surveys and other tools. This data should directly inform training and operational strategies, fostering a member-centric culture within the organization. 

Collaboration and Influence 

• Cross-Functional Role: The VP will collaborate closely with other executives, like the VP of Operations and the VP of Specialty Operations, to align training initiatives with broader operational goals. This collaboration ensures that training programs are relevant and impactful across all departments.
• Influencing Organizational Change: By being deeply integrated into various aspects of the business, the VP will have the opportunity to advocate for necessary changes that enhance service quality and operational efficiency, influencing decisions at the highest levels of the organization. 

Goals and Metrics 

• Quality Outcomes: Establishing clear KPIs related to customer satisfaction and advocateperformance, with a target of achieving 90% or higher in Voice of the Customer metrics. This will require ongoing monitoring and adaptation of strategies as needed.
• Member-Centric Focus: The goal is to create a service environment that prioritizes the needs and experiences of members, leading to improved conversion rates and overall satisfaction. 

Requirements:

• Leadership Skills: The VP should possess strong leadership capabilities to inspire and motivate teams, fostering an environment of professional growth and accountability. 
• Analytical Mindset: A keen ability to analyze data and translate insights into actionable strategies is crucial for this role. 
• Communication Proficiency: Excellent verbal and written communication skills are essential for effectively conveying training content and collaborating with other leaders 

Benefits

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

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.