Your company has a unique workforce with specific needs–and you want your benefits partners to meet them where they are. With Lantern, you can rest assured your employees will get the customized member support they deserve from our team.
From multilingual Care Advocates to provider recommendations based on members’ specific health needs, we’re always ready to offer guidance.
Tailored Communication for All Populations
The Lantern team is nimble and has experience meeting the needs of people from all walks of life, from teachers and factory workers to CEOs, retail employees and farm workers.
“We’ve done things like culture training, where we get to partner with our account management team and learn more about how you’re offering this benefit to your employees,” says Adam Snarski, Director of Member Services. “That allows us to tailor how we talk to them and present the benefit when they call in.”
For example, over 50% of the employee population at The Wonderful Company, a privately held $6 billion company committed to offering high-quality, healthy brands like Wonderful Pistachios and FIJI Water, is Spanish-speaking. For Suzanne Dezember Usaj, Senior Director of Total Rewards for The Wonderful Company, finding a partner who could serve her unique workforce and offer customized member support was crucial. Lantern exceeded her expectations.
“Rather than just supporting and managing a single episode of care, I found a partner who can meet employees and their families where they are on their journey, not just clinically but culturally and in their language,” Usaj says.
Speedy Member Support When It Matters
According to an independent public opinion survey conducted by The Harris Poll, American adults spend 8 hours each month coordinating care for themselves or their loved ones. During difficult moments, like when you’re living with back pain or have been diagnosed with cancer, waiting on hold shouldn’t be part of the process.
With Lantern, the average member hold time is 15 seconds. Because we pride ourselves on short waits for excellent service, Lantern’s team forecasts volume throughout the year to anticipate needs and keep wait times low.
“When we know that a high-volume time is coming, we partner closely with them to figure out what the needs are,” Snarski says. “Then we can tweak schedules accordingly to ensure we have the right number of people working at the right time to address the needs that arise.”
Ongoing Training for Customized Member Support
Care Advocates provide 1:1 customized member support and serve as a single point of contact for members or their caregivers. Care Advocates regularly undergo refresher training to better guide members, too.
“Typically, the open enrollment period is going to be our most heavy call volume period,” says Alexis Porter, Project Manager, Quality and Training. “So this is when we ramp up a lot more of those refresher trainings, making sure everybody knows about the new clients we’re adding and the different scenarios they may come across.”
Lantern’s commitment to compassion and ongoing training contributes to our 85+ NPS, far better than the average health plan’s score.
“Depending on what we know, we may provide additional guidance to ensure we have everybody where they need to be in order to provide the best care we can to our members,” Snarski says. “That guidance is training that never ends for us. We continue to review week over week and month over month. We still perform practice calls, even for our most tenured Care Advocates, to continue to be able to say and speak to some of these things in the best way and the most professional way.”
Why Lantern Stands Out
Lantern’s dedication to personalized employee benefits support, fast response times, and continuous improvement ensures that employees feel supported at every step of their journey. With a focus on compassion, cultural understanding, and operational excellence, Lantern is the trusted partner your workforce deserves.
