Employer Direct Healthcare

Operations

• Be the right-hand to the Client Success leadership team, addressing their various strategic and operational needs
• Shape and directly implement the Client Success strategy & design, including establishing growth targets, segmenting our client base, designing and managing books of business, setting quotas, and developing cross-functional plans that ensure we achieve those targets
• Establish OKRs and KPIs; monitor and report on them regularly; and ensure the CS team can easily access and take action on these metrics
• Stand up the Client Success operating cadence to manage upsell and renewals pipeline, flag risks, devise countermeasures to those risks, and forecast accurately
• Build a customer health score/model with qualitative and quantitative inputs from a variety of complex sources that identify whitespace and churn risk
• Project-manage a variety of cross-functional initiatives that level-up the Client Success organization by partnering with others in Strategy & Operations along with Sales, Marketing, Network, and technology teams
• Work closely with leadership to collect business requirements for Salesforce and other data to capture, ensuring these solutions are implemented successfully by your GTM Systems teammates

Senior Lead, Strategy & Operations

Salesforce Developer

• Act as an embedded technical owner for Health Cloud — partnering directly with stakeholders to translate business needs into working solutions, leading every stage from requirements gathering and solution design through build, testing, and deployment with a high degree of autonomy
• Design, implement, and optimize complex automations (Flows, lightweight Apex) for Health Cloud objects like Network Contracts, Provider Relationships, and scoring logic.
• Manage external integrations (Medscout, Docusign) and partner with Legal, Security, and Compliance to achieve 100% compliance on all feature releases.
• Drive user adoption and subject matter expertise by hosting peer demos and office hours.
• Ensure network data quality through governance reports, dashboards, validations, and regular audits.
• Maintain up-to-date technical documentation and data dictionaries for all major enhancements.

Senior Forward Deployed Engineer – Salesforce Health Cloud

Clinical Operations

• Oversee daily CCS team operations including staffing, scheduling, and workload management to ensure consistent service delivery and member experience.
• Serve as the primary escalation point for clinical, operational, and member experience issues, removing barriers to care delivery.
• Conduct regular 1:1s, team check-ins, and operational reviews to maintain alignment and accountability.
• Lead rollouts of new tools, systems, and processes; train team members and drive adoption of updated workflows and protocols.
• Champion a culture of continuous improvement and operational excellence.
• Lead strategic and operational program initiatives from scoping through execution, defining goals, success metrics, deliverables, and resource plans.
• Design and implement scalable workflows to support program growth, new client onboarding, and expanded member reach.
• Document and standardize best practices across the CCS team and partner operations; build tools and resources to support accurate, consistent member information delivery.
• Identify inefficiencies and lead continuous improvement initiatives aligned with Cancer Care and Infusion strategic priorities.
• Collect, analyze, and interpret operational data to inform decision-making and measure program success.
• Build and maintain dashboards and reports to track KPIs, surface insights to leadership, and drive corrective action where needed.
• Ensure program compliance with HIPAA, CMS, and internal policies; support quality improvement initiatives and prepare regular performance reports for leadership and stakeholders.
• Work closely with Clinical Operations, Strategy, Product/Tech, and Implementation teams to align on goals and ensure seamless execution across care settings.
• Partner with senior leadership on high-priority initiatives, providing structured recommendations on new opportunities, pilots, and partnerships.
• Serve as a key connector and liaison between the CCS program team and senior leadership, facilitating communication and eliminating organizational silos.

Manager, Clinical Operations Programs

Client Partner

• Manage client and broker/consultant relationships throughout the client lifecycle, ensuring regular touchpoints and proactive feedback solicitation to ensure client satisfaction
• Communicate clearly and concisely in both verbal and written formats, demonstrating strong time management, prioritization skills and empathy towards clients
• Manage client communication for engagement marketing initiatives, including open enrollment events, webinars, mailers, ad-hoc marketing requests and case studies.
• Serve as the product expert and specialty care advocate by guiding clients through features, use cases, and issue resolution while reinforcing best practices for adoption.
• Collaborate cross-functionally within a team environment, ensuring seamless coordination, clear communication, and alignment across departments.
• Ensure company and client objectives are met by owning execution of agreed-upon action items, maintaining alignment across stakeholders, and following through on commitments.
• Partner with Client Executives to maximize retention and identify churn risks, as well as upsell and expansion opportunities.
• Maintain accurate data input and hygiene in the customer relationship management system for all assigned clients.
• Own service issue resolution end-to-end by investigating root causes, documenting findings, coordinating solutions across teams, and implementing improvements to prevent recurrence.
• Operate effectively in a high-volume environment, balancing proactive planning with frequent client requests, follow-ups and shifting priorities

Client Success Manager

General

• Manage a full, active caseload of members with cancer diagnoses, providing individualized navigation, education, and clinical support from diagnosis through survivorship.
• Conduct comprehensive oncology intake assessments to establish member needs, goals, and care priorities.
• Educate members and families on diagnosis, treatment options, clinical pathways, and available resources using evidence-based, NCCN-aligned and ONCC-aligned guidance.
• Coordinate multidisciplinary care by facilitating communication between members, treating providers, and the broader LCC team.
• Identify and address barriers to care including psychosocial, financial, and logistical needs; connect members with appropriate support resources.
• Complete accurate, timely documentation of all member interactions and clinical activities within Lantern's care management platform.
• Complete all outreach, follow-ups, and care coordination tasks within defined timeframes.
• Participate in call auditing processes and consistently apply feedback to maintain and improve quality of care delivery.
• Collaborate closely with the Lead ONN, LCSWs, Medical Records Specialists, Care Advocates, and cross-functional partners.
• Contribute to team meetings, case reviews, and quality improvement initiatives.
• Adhere to Lantern workflows, clinical protocols, and documentation standards at all times.

Oncology Nurse Navigator

Data Analyst

• Own end-to-end measurement of Lantern's mid and lower funnel — from member identification through provider selection, scheduling, and case completion
• Build and maintain dashboards and reports that give operations and member services leaders clear visibility into conversion rates, drop-off points, and performance trends
• Identify where and why members fall out of the funnel, quantifying the impact and surfacing root causes
• Develop conversion benchmarks and targets across segments, cohorts, and channels
• Build attribution frameworks that connect operational interventions (outreach, navigation support, provider recommendations) to conversion outcomes
• Analyze the performance of member services agents and care coordinators, developing productivity metrics and real-time monitoring capabilities
• Partner with the Engagement Analytics Manager and Member Services leadership to define KPIs and build the reporting infrastructure to track them
• Translate analytical findings into clear, structured recommendations — written and verbal — for operational and executive audiences
• Respond to ad hoc analytical requests from Member Services and Operations leadership with speed and accuracy
• Document methodologies, definitions, and data sources so the team builds on a reliable foundation
• Leverage AI tools to automate recurring reporting tasks, identify anomalies at scale, and accelerate the production of analytical outputs — building toward systematic solutions that reduce manual effort across the team

Senior Analyst, Engagement Analytics

• Own and evolve the reporting and dashboard infrastructure
• Lead ad hoc analyses and synthesize findings
• Define requirements and lead process mapping
• Establish and oversee data validation, QA standards
• Apply AI tools to streamline reporting tasks
• Own the funnel measurement framework
• Drive conversion performance analysis
• Manage and mentor analysts on the team
• Serve as the primary analytics partner

Manager, Engagement Analytics

Administration

Senior Salesforce Health Cloud Administrator

Security Operations

• Monitor, triage, and investigate alerts across SIEM, EDR, NDR, and DLP platforms
• Lead or support incident response activities including scoping, containment, eradication, and post-incident review in alignment with NIST SP 800-61r2
• Develop, tune, and maintain detection rules, correlation queries, and behavioral models across the security stack
• Conduct threat hunting exercises using structured methodologies (MITRE ATT&CK, hypothesis-driven)
• Build and maintain security automation workflows to reduce manual triage and accelerate response (Python, PowerShell, GitHub Actions, REST APIs)
• Integrate security tooling with ticketing and workflow platforms (Jira) for consistent case management and SLA tracking
• Contribute to SOAR playbook development and refinement
• Support vulnerability management operations including Tenable scan management, findings triage, and Jira-based remediation tracking
• Maintain and optimize SIEM content, log pipelines, and data sources; ensure complete and accurate log ingestion from cloud, endpoint, network, and identity layers
• Manage and tune EDR policies, exclusions, and response actions within CrowdStrike Falcon
• Support DLP policy operations, including investigation support for policy violations
• Maintain firewall log visibility and coordinate with network/infrastructure teams on Fortinet policy enforcement
• Support evidence collection and control testing for HITRUST CSF v11 and SOC 2 Type II assessments
• Contribute to security documentation including runbooks, playbooks, and operational procedures
• Participate in tabletop exercises and contribute to lessons-learned outcomes
• Support identity and access-related security reviews in collaboration with the IAM/infrastructure team
• Monitor and investigate anomalous activity associated with AI agent infrastructure, API integrations, and LLM-based services
• Contribute to security controls and detection coverage for AI workloads under the organization’s AI governance framework
• Help develop behavioral baselines and detection logic specific to AI/agentic traffic patterns

Security Operations Engineer

Business Operations

• Serve as an organizing function for the renewals process — tracking timelines, flagging risks, and ensuring nothing falls through the cracks
• Pull together analysis, data, and narrative assets to support renewal and retention strategies defined by CSMs — sourcing inputs and assets from across the organization as needed
• Own project management for complex, multi-stakeholder initiatives — coordinating timelines, dependencies, and deliverables across Finance, Product, Sales, and other teams to keep renewal strategies and escalations moving forward
• Support CSMs on non-standard client requests and escalations that require coordination across multiple internal teams and stakeholders
• Act as a connective tissue between CS and the broader organization, helping drive alignment and follow-through on complex initiatives
• Create and monitor Salesforce reports to identify data gaps and missing or inaccurate data, proactively reaching out to CSMs with reminders and corrections to maintain data integrity across the org

Business Operations Lead

Manager

• Lead proactive, multi-channel outreach (phone, email, mail) to newly identified members diagnosed with cancer or referred for infusion therapy.
• Clearly articulate the value of Lantern's navigation program and address barriers to enrollment.
• Achieve and exceed monthly activation targets across assigned client book of business, tracking performance against KPIs including call rate, engagement rate, and conversion rate.
• Develop and refine member activation playbooks, outreach scripts, and engagement sequences tailored to oncology and infusion populations.
• Partner with the outbound and clinical teams to ensure seamless warm handoffs for newly activated members entering nurse navigation or center-of-excellence referral workflows.
• Define and maintain data standards, segmentation frameworks, and audience management practices that enable personalized, compliant, and scalable member communications.
• Serve as the subject matter expert on member activation strategy for assigned client accounts, participating in escalated client-facing calls alongside Account Management as needed.
• Collaborate with Analytics to interpret activation funnel data, surface insights, and recommend optimizations to outreach cadences and messaging.
• Partner with Product and Technology on continuous improvements to activation tooling, CRM workflows, and reporting dashboards.

Member Activation Manager, Cancer & Infusions

Compliance

• Write scripts (Python, SQL, APIs) to pull evidence directly from source systems (AWS, Azure, IAM platforms, endpoint agents, CI/CD pipelines), eliminating manual evidence collection
• Build and maintain continuous control monitoring workflows integrated into engineering pipelines, not just GRC platforms
• Design compliance-as-code and policy-as-code approaches; own the technical architecture of how controls are tested automatically
• Operate and extend the GRC platform (ServiceNow GRC, Drata, OneTrust, or equivalent) as an engineer, not just a user, including building integrations and automating evidence routing
• Build and maintain Lantern’s AI risk register and AI systems inventory, including pre-deployment risk assessments for new AI use cases across our benefits platform in partnership with Engineering and Product
• Implement AI governance controls aligned to the NIST AI RMF, covering model risk, bias, transparency, and accountability, with a bias toward automated monitoring over manual review
• Monitor HHS AI policy, EU AI Act, and state-level regulation; translate emerging requirements into actionable, automatable controls
• Govern AI systems used within the GRC function itself, including any LLM-powered evidence analysis or control monitoring tools
• Own the HIPAA Privacy and Security compliance program: risk assessments, remediation tracking, workforce training coordination, and ongoing monitoring
• Support HITRUST CSF certification and SOC 2 Type II audit cycles as a technical contributor, building automated evidence pipelines rather than collecting evidence manually
• Map the control environment against NIST CSF; identify gaps and build a prioritized, automatable remediation roadmap
• Build and maintain the enterprise risk register with automated KRI tracking and outcome-based reporting for leadership
• Run the third-party risk management (TPRM) program with a continuous monitoring posture: automated vendor monitoring rather than point-in-time assessments
• Conduct vendor risk assessments with emphasis on cloud vendors handling PHI and AI/ML vendors embedding models into products we purchase

Senior Lead, Strategy & Operations

Senior Forward Deployed Engineer – Salesforce Health Cloud

Senior Forward Deployed Engineer – Salesforce Health Cloud

Manager, Clinical Operations Programs

Client Success Manager

Oncology Nurse Navigator

Senior Analyst, Engagement Analytics

Manager, Engagement Analytics

Senior Salesforce Health Cloud Administrator

Security Operations Engineer

Business Operations Lead

Member Activation Manager, Cancer & Infusions

Senior GRC Engineer