Senior Network Experience Associate

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.

Senior Network Experience Associate

The Senior Network Experience Associate at Lantern is responsible for the continuous quality of experience and on-going operational success for our Network Provider customers.  This includes responsibility for successfully onboarding new Network Providers, resolving internally and externally raised escalations related to Network Providers, the continued operational management of network requirements to ensure that internal teams are able to provide core customer services, and the execution of Lantern Network Experience team initiatives.   

Location: Dallas | Onsite Full Time | Hybrid (1x per week) following successful completion of onboarding 

Responsibilities:

• Successful Onboarding of Network Providers 

• Our goal is to ensure an excellent onboarding experience for our Network Providers and ensure that all internal systems are appropriately configured for in a timely manner for accurate administration of Lantern services according to our Network Provider Agreement. 

• The Network Experience Associate is responsible for executing Network Provider Onboarding experience in the following ways: 

• Consistent and complete education on Lantern services, policies, and procedures for all Network Providers prior to first case/claim 

• Complete and accurate setup within all internal Lantern systems, including Claims, Member Services, and Legal systems, as well as any future systems that may be required 

• Coordination with all internal and external stakeholders to ensure timely communication of risks to successful go-live 

• Continued Operational Management of Network Requirements 

• Our goal is to ensure that our we maintain Network Experience systems and processes so that our Lantern colleagues can continuously support Members, Clients, and Network Providers with minimal disruption. 

• The Network Experience Associate is responsible for executing continuous operational management of network requirements in the following ways: 

• • Consistent management of Network Inquiry/Provider Escalation process, including accountability for the following: 

• • • Complete resolution of all issues within SLA, and responsibility for the resolution of all issues assigned  

• • • Complete and accurate documentation of all escalations and resolutions 

• • • Complete and accurate communication of all resolutions to impacted stakeholders 

• • Consistent management of SCA process, including accountability for the following: 

• • • Completeness for all process steps from initiation to claims payment 

• • • Complete and accurate documentation of all initiated cases within the SCA tracking tool 

• • • Complete and accurate communication of all resolutions to impacted stakeholders 

• • Occasional and ad hoc support for other teams within Lantern that meaningful impact the Network Provider experience 

• Resolving Network Provider-related Escalations 

• Our goal is to ensure that issues related to current Network Providers are resolved in a timely manner that minimizes negative impacts to our Members, Providers, Clients, and Colleagues. 

• The Network Experience Associate is responsible for resolving Network Provider-related escalations in the following ways: 

• • Consistent and complete diagnosis and documentation of escalations within the Network Escalation tracking tool 

• • Consistent and complete resolution of escalations based on approved resolution workflows within SLA standards per resolution type 

• • Coordination with all internal and external stakeholders to ensure timely communication of risks to successful resolution within SLA 

• Execution of Lantern Network Experience team initiatives 

• Our goal is to continuously improve the efficiency of our team and the quality of our Network Provider’s experience.  To that extent, will consistently manage a set of initiatives against an annual roadmap to continue that development. 

• The Network Experience Associate is responsible for the execution of Lantern Network Experience team initiatives in the following ways: 

• • Complete initiative tasks as assigned by the Network Experience team leader alongside day-to-day responsibilities, based on individual capacity and capability 

• • Plan initiative projects as assigned by the Network Experience team leader alongside day-to-day responsibilities based on individual capacity and capability 

• • Coordinate deliverables for Network Experience initiatives, as assigned by the team leader, alongside day-to-day responsibilities, based on individual capacity and capability. 

• Cross Function Subject Matter Expert with ability to operate without direct supervision 

• Cross functional SME knowledge of: 

• • Claims and Claims processing 

• • Provider Advocacy processes 

• • Lantern provider agreements and amendments 

• • Single Case Agreements processes 

• Analytical 

• • Ability to identify and articulate trends and driving factors 

• • Ability to process large data 

• • Mid level excel skills (pivot tables, x lookup , v lookup, index match, data processing) 

• Escalation mitigation 

• • Proactively seeks methods to decrease escalations by identifying root causes.  

• • Ability to navigate internal stakeholders for escalation resolution 

• • Ability to handle mid level escalations without direct supervision  

Requirements:

• 3-5 of experience in provider relations, network management, healthcare client success, or other relevant position 

• Bachelors degree in healthcare administration, business, or related field  

• Ability to manage provider relationships while working independently & autonomously 

• Excellent communication skills with healthcare professionals  

• Understanding of Medicare, Claims, provider contracting, and provider relations preferred  

 Benefits

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.