Senior Care Advocate

JOB OVERVIEW

As a Sr. Care Advocate, you will be the face of Lantern to our members. You’ll deliver a personalized, empathetic consumer experience as they navigate the complexity of the healthcare system. This will include answering questions and resolving issues in collaboration with teams across the company, healthcare providers, and insurance companies. You will be primarily engaging with members telephonically, but you will develop strong relationships with them as they complete their healthcare journey.

 

Location: Dallas, TX - Full-time onsite

Compensation Details: Starting at $21.50 an hour + competitive monthly bonus program

Shift Schedule: Shifts are 9:30am-6pm Central Time, Monday-Friday

 

Responsibilities:

• Essential Functions
• Predominant amount of work surrounding calling members to inform them of their Lantern benefits and act as a care guide, helping members receive treatment from a network of high-quality surgeons
• Receive inbound calls from members to educate them on their Lantern benefits and provide guidance with appointment scheduling
• Assist in the coordination of care across a variety of settings, while maintaining strict confidentiality and the highest level of professionalism
• Update all systems accordingly to document member engagement
• Accurately document appointments and update information accordingly
• Listen to member comments, concerns, and suggestions, relaying that information internally while ensuring member satisfaction
• Collaborate with other departments and partnering companies as necessary
• Work with health insurance counterparts to answer member questions related to benefits, claims, and billing
• Address and analyze member inquiries, concerns, and complaints while providing information and solutions
• Work within a team to achieve performance targets
• Achieve individual performance metrics and goals
• Adhere to attendance policy and expectations
• Participate in ongoing training and development
• Other responsibilities as assigned

Requirements:

• 3 years of Customer Service Experience or Associate’s Degree (healthcare experience preferred)
• Customer-centric focus with excellent communication skills
• Ability to assess situations, identify problems, and provide effective solutions
• Excellent verbal and written communication skills
• Strong organizational skills with the ability to manage multiple tasks and prioritize effectively
• Ability to manage multiple calls and tasks simultaneously without compromising quality
• Comfortable using various software applications and learning new technologies quickly
• Express empathy with members and compassion for their challenges
• Passion for healthcare improvement
• Ability to work independently and in small teams
• Agility – ability to change direction quickly
• Strong time management and task management skills
• Knowledge of care coordination and case management concepts is preferred
• Bilingual language skills preferred (English-Spanish or other)

Strong Candidates Will:

• Have prior experience in a healthcare contact center or care navigation environment
• Be natural communicators – warm, clear, and confident in both inbound and outbound member conversations
• Bring genuine empathy to every interaction and treat members with patience and professionalism at every step
• Stay organized and accurate under pressure – managing multiple systems, calls, and tasks without dropping the ball
• Be proactive problem-solvers who take ownership of member issues through to resolution
• Adapt quickly to new workflows, systems, and program updates without losing stride
• Show up consistently, follow through on commitments, and contribute to a high-performing team culture

Benefits: