Customer Engagement Advocate - Caliber Sourcing

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.

Customer Engagement Advocate

A Customer Engagement Associate (CEA) handles creating a concierge-level experience for members by navigating them through the surgical continuum. As the company's face to our members, the CEA plays a critical role in the success of the business by developing high-quality relationships and creating memorable experiences. A critical aspect of our CEA role is engaging and selling the value of our service to every member. Responsibilities include answering questions, education on the surgery process, incentives for participation, and helping with provider selection along with coordination with physician offices. Successful CEAs will not only engage new members but will always look to go the extra mile to make all members navigating complexities of surgery feel supported and valued. High energy, an empathetic approach, and passion for providing top-tier customer service are necessary! Must have ability to operate in a fast-paced environment centered around customer excellence over all things! If you are passionate about helping others and making a difference within the healthcare space, this role offers rewarding opportunity to positively impact the lives of our members and their families.

Pay Range: Starting at $20.00 an hour + competitive monthly bonus program.

Shift Schedules:

All Customer Engagement Advocate schedules are Monday-Friday.

• 7:00AM-4:00PM
• 7:30AM-4:30PM
• 8:00AM-5:00PM
• 8:30AM-5:30PM
• 9:00AM-6:00PM
• 9:30AM-6:30PM
• 10:00AM-7:00PM

We also have rotating shifts that you will be asked to cover occasionally: 1:00PM-10:00PM.

THIS IS A 100% ONSITE POSITION.

Responsibilities and Duties:

• Accountable for engaging and educating new and existing members on our Surgery Care offering and ensuring all benefits are clearly articulated and understood.
• Advocate for members by coordinating appointments and travel while assisting with appropriate venue selection.
• Collaborate with healthcare providers, insurance companies and other 3rd party partners to ensure coordinated and comprehensive care for members.
• Assist members in understanding their medical provider options.
• Address member concerns, related to medical care and scheduling.
• Assist with provider selection to meet member needs.
• Maintain accurate documentation of member interactions, including concerns, action taken and outcomes.
• Follow up, resolve, and document issues with routing of inquiries needing further investigation to the appropriate department.
• Work with highly sensitive information while maintaining Personal Protected Information (PPI) requirements.

Requirements

• Bachelor's degree in healthcare administration, social services, public health, or related field strongly preferred.
• High school diploma required.
• 1-3 years of experience in a customer service and/or sales enablement role.
• Ability to empathize with members throughout their medical journey.
• Strong written and verbal communication skills.
• Strong critical thinking and problem-solving skills.
• Ability to effectively organize work activities to meet deadlines.
• Ability to work independently and as part of a cross-functional team.
• Knowledge of medical terminology, healthcare procedures and insurance systems are a plus but not required.
• Bilingual (Spanish & English) preferred.

Benefits:

• Competitive Hourly Wage
• Highly Competitive Monthly Bonus Program
• 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.