Member Engagement Advocate

Lantern is the specialty care platform connecting people with the best care when they need it most. Be the voice that gets someone the care they've been putting off. In this role, outbound calling is the core of the job. You'll spend the majority of your day dialing, building rapport fast, handling objections, and guiding members toward scheduled care.

Responsibilities

Spend the bulk of the day making outbound calls, working dial lists, building rapport fast, and moving members toward scheduling their care; Apply consultative sales techniques and confident objection-handling to turn hesitant or disengaged members into active participants in their own care; Educate members on their benefits and surgical pathways; Field inbound calls as needed; Own member cases from initiation through resolution, coordinating across providers, insurers, and internal teams; Keep meticulous, real-time documentation across all systems; Partner directly with health plans to resolve benefits, claims, and billing questions on members' behalf; Handle escalated or sensitive situations with sound judgment and genuine empathy; Maintain strict HIPAA compliance and the highest standard of professionalism; Hit individual call and conversion metrics while contributing to team goals; Participate actively in ongoing training and development

Requirements

Real experience in an outbound sales or high-volume calling environment; 3+ years of customer service experience or an Associate's degree; Confidence handling objections and staying persuasive call after call, without losing warmth; Excellent verbal and written communication skills across members, providers, and insurance partners; Strong organizational skills, able to manage multiple systems, calls, and competing priorities without dropping the ball; Comfort learning new CRM and contact center technologies quickly; Genuine empathy and a deep commitment to the member experience; Working knowledge of HIPAA and healthcare compliance requirements; Resilience, comfortable dialing again after a tough no and staying consistent across a full day of calls

Nice to have

Bilingual (English-Spanish) preferred; 2+ years in a healthcare contact center, care navigation, or sales/case management environment is a strong plus

Benefits

Medical Insurance; Dental Insurance; Vision Insurance; Short & Long Term Disability; Life Insurance; 401k with company match; Paid Time Off; Paid Parental Leave; Competitive monthly bonus program; Live coaching; Built-in mentorship; Shout-outs, team lunches, and milestone celebrations