Lantern · 1 week ago
SVP, Member Services
United States
Full-time
Onsite
Director/Executive
15+ years expLantern is a specialty care platform connecting people with top specialists for various healthcare needs. The Senior Vice President of Member Services will lead all aspects of member services, focusing on operational excellence, revenue generation, and enhancing the overall member experience.
Health CareHospitalMedicalMedical DeviceMental Health
Responsibilities
Serve as a key leader in driving revenue generation through concierge-level customer service, ensuring all team members are equipped to deliver top-tier support
Must be an expert in all aspects of contact center delivery, strategy, and industry norms across people process and technology
Utilize deep financial acumen and KPI expertise to analyze operational metrics, with a focus on both standard contact center performance and conversion/utilization rates
Lead Practice CX leadership to enhance and improve all aspects of delivery in quality management, learning and development and knowledge management capabilities
Collaborate with cross-functional teams to understand dependencies and ensure a seamless, stellar experience for all members. This includes but is not limited to Network, Client Success, Claims, Marketing, and broader member engagement teams
Accelerate leadership development across all levels, from frontline Customer Care Advocates to Supervisors, Directors, and Vice Presidents
Lead service delivery evolution and partner with Operational Excellence to design, measure, and transform our member experience as we incorporate clinical navigation and a robust sales delivery approach for new member acquisition
Spearhead the expansion of Member Services as the organization grows, including the establishment of new locations over the next five years
Support and enhance all workforce management capabilities. Drive improved forecasting and accuracy with a continued drive on optimization
Responsible for daily, weekly, and monthly performance and compliance reporting
Monitor and report on achievement of committed action plans to our C-suite and on occasion to our Board. Develop and drive a robust operational meeting cadence that drives measurements and tracking of all aspects of the operational delivery up to, and including, owning all EMT prep monthly
Own Member Services' annual budget and strategy planning exercise
Function as the executive escalation point for key clients
Qualification
Required
Exemplary people skills: the ability to engage, influence and persuade without a formal reporting relationship; effective at coaching and mentorship
Proven experience in a senior leadership role within healthcare or a member services-focused organization
Strong operational excellence background, with a deep understanding of best practices in member experience management
Expertise in learning and development methodologies, knowledge management, and voice of the customer strategies
Demonstrated experience in developing and implementing leadership programs that nurture talent at all levels within an organization
Exceptional analytical skills with a focus on financial metrics and performance indicators
Demonstrated ability to build and lead effective teams, fostering a collaborative and high-performance culture
Methodical thinker with a vision for the future of Member Services and the ability to execute on that vision
Experience managing multi-location operations and driving growth initiatives
You have GRIT, there is no task too small or too big to tackle to drive success
Strong project management skills: the ability to drive multiple complex projects forward towards impactful execution
Prior experience and understanding of the U.S. healthcare system to facilitate rapid decision making
Preferred
15+ years of client relationship and Service Center experience
Deep data analytics mindset
Considerable experience with multi-channel service platforms that match right service channel (i.e., Call, chat, portal, text, etc.) for the best value
Willingness to travel as needed
B.A. or B.S. required
Benefits
Medical Insurance
Dental Insurance
Vision Insurance
Short & Long Term Disability
Life Insurance
401k with company match
Paid Time Off
Paid Parental Leave
Company
Lantern
Lantern is the specialty care platform connecting people with the best care when they need it most.
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
$93MKey Investors
Insight PartnersDundon Capital PartnersTEXO Ventures
2023-12-19Secondary Market· $92M
2020-10-27Series Unknown
2016-01-12Series C
Leadership Team
John Zutter
Chief Executive Officer
Fiona Mulligan
Chief Operating Officer
Recent News
Company data provided by crunchbase