At Lantern, our white-glove experience for members starts with our Care Advocates. Each member gets paired 1:1 with a Care Advocate whose sole focus is ensuring the member’s journey flows as smoothly and stress-free as possible.
This support enables your employees to focus on themselves, being with their families, and the one thing that matters most – getting better.
Learn more about Lantern’s training process, which allows us to offer support that earns an 85+ Net Promoter Score (NPS).
Becoming a Care Advocate
When hiring Care Advocates, Lantern looks for candidates with strong customer service skills.
“The best Care Advocates we have are people who really feel for the members,” says Adam Snarski, Director of Member Services. “I can see it when I walk the floor every day — people having conversations with the members, and you can tell just by the look on their face and the way they speak that they’re there to help. That positive attitude and ability to bring a little bit of a light to a member’s journey is really important, and I think members trust this.”
The Care Advocate training process takes approximately six weeks. The first four weeks focus on building foundational knowledge, touching on topics such as:
- Healthcare insurance basics
- Member journey experience
- Lantern provider network
- Call handling (Lantern’s average hold time is just 15 seconds!)
The trainees take assessments to help gauge their critical-thinking skills and knowledge of the different modules covered.
“After that, they move into what we call the nesting period,” says Alexis Porter, Lantern Project Manager, Quality and Training. “This is typically during weeks five and six. Here’s where they take the skills they’ve learned and apply them to real cases with members. But during that time, they’re still being monitored and supported by our Quality and Training team, so they don’t feel like they are just jumping into cases on their own.”
Providing White-Glove Experience
Once Care Advocates transition from training to working cases, they receive further support via a peer mentor and access to a knowledge management tool that outlines the processes they learned.
“It even has different member scenarios they could run into, and it helps them navigate through those calls in real time,” Porter says.
Lantern’s multilingual Care Advocates provide comprehensive support, from doctor recommendations and priority scheduling to treatment plan evaluation and even making childcare arrangements.
“The most important part of a Care Advocate’s role is to try to stay in tune with what the members’ needs are,” Snarski says. “These are not always people going through the best time in their life at this moment, and we have an opportunity to set ourselves apart by not just connecting them with a doctor, but by giving them a good experience all the way through and being that single point of contact.”
