Member Activation Manager, Cancer & Infusions

Responsibilities

• Lead proactive, multi-channel outreach (phone, email, mail) to newly identified members diagnosed with cancer or referred for infusion therapy.
• Clearly articulate the value of Lantern's navigation program and address barriers to enrollment.
• Achieve and exceed monthly activation targets across assigned client book of business, tracking performance against KPIs including call rate, engagement rate, and conversion rate.
• Develop and refine member activation playbooks, outreach scripts, and engagement sequences tailored to oncology and infusion populations.
• Partner with the outbound and clinical teams to ensure seamless warm handoffs for newly activated members entering nurse navigation or center-of-excellence referral workflows.
• Define and maintain data standards, segmentation frameworks, and audience management practices that enable personalized, compliant, and scalable member communications.
• Serve as the subject matter expert on member activation strategy for assigned client accounts, participating in escalated client-facing calls alongside Account Management as needed.
• Collaborate with Analytics to interpret activation funnel data, surface insights, and recommend optimizations to outreach cadences and messaging.
• Partner with Product and Technology on continuous improvements to activation tooling, CRM workflows, and reporting dashboards.
• Contribute to the development of onboarding materials, training guides, and quality assurance frameworks for the Member Activation function.
• Collaborate with Product and Engineering teams on data integrations, member data flows, and platform connectivity that support marketing use cases.

Requirements

• 5–8 years of experience in member engagement and activation, patient navigation, care coordination, health plan operations, or a related healthcare role.
• Proven track record of meeting or exceeding outreach and engagement performance targets in a metrics-driven environment, across multiple channels, including email, SMS, paid digital, direct mail, and digital.
• Exceptional verbal and written communication skills, with the ability to convey empathy and clarity in high-stakes member conversations.
• Strong organizational and prioritization skills; comfortable managing a high-volume, multi-client workload with minimal supervision.
• Proficiency with CRM platforms (e.g., Salesforce, HubSpot) and comfort navigating health-plan data or eligibility systems.
• Hands-on expertise with enterprise MarTech platforms — including marketing automation & CRM (e.g. Salesforce Marketing Cloud), as well as experience working with CDP platforms (eg. Data360, Segment, Highspot).
• Experience with member or customer data management, including segmentation, audience building, and CDP or data warehouse platforms.
• Exceptional cross-functional collaboration skills, with the ability to translate technical concepts for non-technical stakeholders and align diverse teams around shared goals.
• Experience working within a health tech startup, digital health company, or value-based care organization.
• Familiarity with HIPAA, PHI handling best practices, and regulated member communication requirements.

Preferred

• Experience supporting both B2B (employer/health plan) and B2C (member-facing) marketing programs within the same organization.
• Familiarity with healthcare navigation, specialty benefits, or Centers of Excellence program ecosystems, ideally working with oncology, complex chronic condition, or infusion therapy populations—either in a clinical, administrative, or payer context.
• Clinical background or certification (e.g., RN, LPN, CNA, CHW, or equivalent) with experience in oncology or infusion settings.
• Strong instincts for process design — able to identify inefficiencies, build scalable systems, and document workflows that a growing team can execute consistently.
• A builder's mindset: comfortable operating in an environment where infrastructure is still maturing and the opportunity to create lasting impact is significant.
• Experience with Salesforce Marketing Cloud & Data360.
• Passion for Lantern's mission to make excellent specialty care accessible and affordable for every member.

Benefits

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