Navigating the healthcare landscape is difficult on a good day. But layer in the anxiety of being told you need surgery or receiving a cancer diagnosis and it becomes a maze of uncertainty and confusion. That’s why one out of three patients referred to a specialist never schedules the appointment due to wait times and complexity.

At Lantern, we aim to demystify the process and provide a white-glove approach to care via our dedicated Care Advocates. Our members focus on feeling better while we handle the rest.

What Can Care Advocates Do?

The Lantern Care Team takes care of every detail in the care journey, from scheduling and medical record transfers to coordinating post-op care.

“I had a gentleman reach out to me and let me know that his hip surgery he had been planning for the last year was canceled because his traditional insurance did not cover it,” says Care Advocate Leah Wehr. “I was able to quickly reassure him that he has full benefits with Lantern and we would be able to cover his surgery at 100%. He started crying.

“We were able to get him into one of our amazing surgeons within a week or two, then within 30 to 45 days he was scheduled for his hip replacement,” Wehr adds. “He is now able to run, play and enjoy his grandkids. He was able to return back to work and he is pain-free.”

In addition to Care Advocates, Lantern pairs members experiencing cancer with Oncology Nurse Navigators. For infusion care, members receive support from a clinical specialist. We also employ licensed clinical social workers to provide whole-person support throughout the entire journey.

Lantern Member Florencia says all she had to do was show up for her appointment. “Lantern is such an amazing program,” she says. “My Care Advocate found the surgeons, gave them all of my information and always kept me in the loop during the process. This process was quick and effortless on my part.”

A Better Member Experience with Lantern

The empathy and effort from Care Advocates leads to a better member experience. In fact, Lantern has a 95% member satisfaction rate. For comparison, only 48% of Americans rate U.S. healthcare experiences as excellent or good. 21% rate it as poor.

“Working at Lantern enables you to make a positive impact in the lives of members,” says Care Advocate Emiliano Vanegas. “You’re taking them from a period of illness and pain to a period of health and recovery. It’s truly inspirational.”

Lantern employs 200+ Care Team members and offers multilingual services. Care Advocates receive six weeks of intensive training and ongoing support. And our team regularly reviews recorded calls to ensure member interactions meet quality standards.

Tim Turpin, a team lead at Lantern, says he enjoys getting to positively impact people’s lives on a consistent basis. He recalls advocating for a member who was looking to have a bariatric procedure completed through Lantern.

“This is something that impacted her life on a daily basis and she couldn’t really walk,” Turpin says. “We were able to help get her set up with a surgeon. I still to this day speak to the member. I didn’t know [her], and now we’re on a first name basis and I get to see the transformation. That’s very special. You get to watch your company’s mission play out in real time.”

Care Advocates Are Just a Phone Call Away

In addition to supporting healthcare journeys, the Care Team engages members through proactive outreach. Tailored member communications include a member ID card, emails, phone calls and educational materials, so members understand the program and its benefits before they need it. When a member experiences a health episode, a Care Advocate is just a call away, with an average hold time of only 15 seconds.

“These members who call in are going through a lot,” Wehr says. “They’re in pain. They’re stressed out financially, physically and mentally. And this is someone’s family member and could very easily be one of ours.

“We’re here to provide them with the security, reassurance and empathy they deserve,” she adds. “We’re here to have their back and make sure they receive nothing but the best customer service throughout their entire medical journey.”

Member John P. says his great experience with Lantern started with his Care Advocate. “She was there to explain what the benefit actually covered to setting up appointments with my specialist and setting up hotels… and she even followed up afterward with post-op appointments to make sure I understood what was happening every step of the way. I couldn’t be more thrilled.”