Quality Assurance Coach - Member Services

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.

 

Quality Assurance Coach (Member & Provider Experience)

We are looking for a Quality Assurance Coach who will be responsible for assessing the quality of performance of our Member Services & Provider experience teams, who communicate with our members. The Quality Coach will monitor inbound & outbound calls as well as a chat feature to assess the associates over experience with our members & providers. The Quality Coach should be familiar with NICE solutions, voice-of-customer analysis, and assessing overall accuracy of phone calls with the members & providers to ensure an optimum experience. This individual will assist in developing processes and procedures for a growing department, as well as enhancing training materials as needed.

Location: Dallas, Texas | Onsite (M-F)

Responsibilities:

• Evaluate and score recorded calls & chats based on various criteria (eg, compliance, accuracy of information provided to the customer, accuracy of information entered on the application, professionalism, etc.)
• Case audit review
• Conduct quality assessments and analyze findings to improve performance & overall quality of service
• Record & report feedback on insights found from quality assessments
• Attend training, collaboration, and team meetings to stay current with policy and procedure changes
• Advocate for a voice-of-customer experience via data and audit findings
• Other duties as assigned

 Key Competencies of our Quality Assurance Coaches:

Strong Communication Skills:

• Effective Feedback: Provide clear, constructive feedback to Care Advocates on their performance.
• Active Listening: Understand Care Advocates concerns and challenges to provide tailored support.

Analytical Skills:

• Data Analysis: Interpret quality monitoring data to identify trends, patterns, and areas needing improvement.
• Root Cause Analysis: Pinpoint underlying causes of perfor