Manager – Provider Experience

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.

Job Overview

As the Manager of Provider Experience, you will lead a team of dedicated professionals focused on delivering seamless and high-quality experience for Lantern’s Network Providers. You will oversee the operational success of provider onboarding, support, reimbursement processes, and call center operations, while driving strategic initiatives to improve provider satisfaction and reduce escalations. This role requires strong leadership, cross-functional collaboration, and a deep understanding of healthcare operations. You will work closely with internal teams such as Claims, Finance, Network Development, Member Services, and externally with our provider network to ensure excellence across the provider journey.

Responsibilities and Duties

People Management:

• Hire, develop, and retain top talent across the Provider Experience team
• Mentor and support Network Experience Associate and Provider Support Specialists
• Identify skill gaps and facilitate training and development
• Manage team schedules and ensure adequate coverage
• Foster a team-centered culture and reward innovation

Performance Management:

• Monitor and improve KPIs related to provider onboarding, claims resolution, and payment accuracy
• Ensure timely and accurate resolution of provider escalations and inquiries
• Oversee provider payment processes and claims adjudication reviews
• Analyze operational trends and recommend improvements to enhance provider experience

Call Center Operations:

• Oversee daily call center activities related to provider support and inquiries
• Ensure call handling metrics (e.g., response time, resolution time, call quality) meet or exceed standards
• Implement call scripts, escalation protocols, and training to ensure consistent and professional communication
• Monitor call volumes and adjust staffing or workflows to maintain service levels
• Use call data to identify trends, training needs, and opportunities for process improvement

Cross-Functional Leadership:

• Partner with Network Operations, Claims, Finance, and Legal to ensure alignment across provider processes
• Coordinate with internal stakeholders to manage dependencies and mitigate risks
• Lead and contribute to strategic initiatives that improve provider satisfaction and operational efficiency
• Support the execution of the Provider Experience roadmap in collaboration with department leadership

Skills and Experience:

• Minimum 4 years of experience in provider relations, claims, or healthcare operations
• Minimum 2 years of experience managing direct reports
• Experience managing call center or high-volume provider support operations
• Strong understanding of medical coding (CPT, ICD-10), claims processing, and provider contracts
• Advanced proficiency in Microsoft Excel (pivot tables, lookups, data analysis)
• Excellent communication, problem-solving, and organizational skills
• Ability to work independently and manage confidential information
• Motivated team player with a positive attitude and ability to thrive in a fast-paced environment
• Strong critical thinking and analytical skills

 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.