Operations Manager, Member Service Operations
About the role
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.
As Operations Manager, Member Service Operations, you will drive the day-to-day performance of the SMS and Lantern Outbound Contact Centers, serving as the operational leader and department representative for the outbound business. You will directly lead a team of Supervisors and the QA Lead, partner closely with the Lantern Outbound Manager, and ensure the contact center consistently delivers on its goals, quality standards, and member experience commitments. Location: Dallas, TX - On-site
Responsibilities
- Manage day-to-day operations of the SMS and Lantern Outbound Contact Centers
- Set goals and metrics for the contact center(s)
- Monitor campaign and workflow progress and completion
- Modify and pivot the direction of resources and technology to match Lantern and member needs
- Own monthly, quarterly, bi-annual, and annual performance reporting for the contact center(s), providing results to Lantern leadership with attention to detail
- Analyze a variety of problems and provide information and solutions
- Directly lead a team of four Supervisors and the QA Lead, and assist in overseeing the Lantern Outbound Manager
- Manage a reporting structure of over twenty-five teammates
- Partner with Supervisors on personnel escalations and performance management
- Coach and mentor staff in accordance with Lantern guidelines
- Step in to support each pod during periods when the direct Supervisor is out
- Provide leadership guidance and representation in meetings
- Lead quarterly schedule reviews
- Own outbound scripting adjustments, preparation, and validation
- Develop SOPs and job aids for Lantern Outbound and SMS
- Oversee development of the QA program for Lantern Outbound
- Manage to department goals
- Operationalize company initiatives and projects
- Support and develop projects and goals within budgets and timelines
- Collaborate cross-departmentally to address issues, concerns, questions, and initiatives as needed
- Support interviewing, onboarding, and training of new leadership and Advocates
- Effectively communicate with leadership on items needing attention or familiarity
- Perform other duties and projects as assigned
- Travel up to 10%
Requirements
- 5+ years of customer service or contact center experience, or Bachelor's degree (healthcare experience preferred)
- Experience managing and mentoring supervisors or frontline leadership
- Familiarity with reporting and analytics tools (Salesforce preferred)
- Experience leading a contact center environment
- Customer-centric focus with excellent written and verbal communication skills
- Strong sense of ownership and ability to work independently and