Member Activation Manager, Cancer & Infusions

Lantern is transforming how members access specialty care — and as we scale, the systems, data, and technology that power our marketing engine must scale with us. Our member activation team is the critical first touchpoint: we make sure members know Lantern is in their corner from day one. This is a foundational role that sits at the intersection of technology, data, and strategy — one that directly enables both our internal marketing team and our client-facing growth functions to reach the right members with the right message at the right time.

The Member Activation Manager, Cancer & Infusions is a senior individual contributor responsible for driving outreach, engagement, and enrollment of newly eligible members into Lantern's cancer and infusion navigation programs. You will lead activation strategies across assigned client populations, and collaborate cross-functionally with product, engineering, operations, clinical, account management, and analytics teams to optimize conversion and member experience. This role requires a blend of clinical literacy, empathetic communication, and data-driven operational thinking. This is an opportunity to build something meaningful at a mission-driven company that is redefining access to specialty care for millions of Americans.

Location: Hybrid 3x a week in office

Responsibilities:

Member Outreach & Engagement

• 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.

Program & Process Excellence

• 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

Cross-Functional Collaboration

• 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.
• Contribute to the development of onboarding materials, training guides, and quality assurance frameworks for the Member Activation function.
• Collaborate with Product and Engineering teams on data integrations, member data flows, and platform connectivity that support marketing use cases

Requirements:

• 5–8 years of experience in member engagement and activation, patient navigation, care coordination, health plan operations, or a related healthcare role.
• Proven track record of meeting or exceeding outreach and engagement performance targets in a metrics-driven environment, across multiple channels, including email, SMS, paid digital, direct mail, and digital.
• Exceptional verbal and written communication skills, with the ability to convey empathy and clarity in high-stakes member conversations.
• Strong organizational and prioritization skills; comfortable managing a high-volume, multi-client workload with minimal supervision.
• Proficiency with CRM platforms (e.g., Salesforce, HubSpot) and comfort navigating health-plan data or eligibility systems.
• Hands-on expertise with enterprise MarTech platforms — including marketing automation & CRM (e.g. Salesforce Marketing Cloud), as well as experience working with CDP platforms (eg. Data360, Segment, Highspot)
• Experience with member or customer data management, including segmentation, audience building, and CDP or data warehouse platforms
• Exceptional cross-functional collaboration skills, with the ability to translate technical concepts for non-technical stakeholders and align diverse teams around shared goals
• Experience working within a health tech startup, digital health company, or value-based care organization.
• Familiarity with HIPAA, PHI handling best practices, and regulated member communication requirements.

Preferred:

• Experience supporting both B2B (employer/health plan) and B2C (member-facing) marketing programs within the same organization
• Familiarity with healthcare navigation, specialty benefits, or Centers of Excellence program ecosystems, ideally working with oncology, complex chronic condition, or infusion therapy populations—either in a clinical, administrative, or payer context.
• Clinical background or certification (e.g., RN, LPN, CNA, CHW, or equivalent) with experience in oncology or infusion settings.
• Strong instincts for process design — able to identify inefficiencies, build scalable systems, and document workflows that a growing team can execute consistently
• A builder's mindset: comfortable operating in an environment where infrastructure is still maturing and the opportunity to create lasting impact is significant
• Salesforce Marketing Cloud & Data360 experience highly preferred
• Passion for Lantern's mission to make excellent specialty care accessible and affordable for every member

Core Competencies:

• Member-Centered Empathy: Leads with compassion and meets members where they are, especially during a frightening or uncertain diagnosis.
• Analytical Mindset: Uses data to prioritize outreach, identify drop-off points, and continuously improve activation rates.
• Adaptability: Adapts quickly to evolving clinical criteria, client requirements, and operational processes.
• Accountability: Takes ownership of outcomes and proactively communicates progress, blockers, and insights.
• Cross-Functional Collaboration: Works seamlessly across clinical, account management, analytics, and product teams.

Benefits