Benefits leaders face a constant challenge: how to provide high-quality specialty care that is both cost-effective and easy for employees to access. When a member needs complex care—from plannable surgery to cancer treatment—the process often causes confusion, frustrating delays and financial stress.
What if there was a way to deliver a superior member experience that also drove better clinical outcomes? Members who used Lantern this year recently shared how a model focused on personalized support and clinical excellence is transforming the specialty care journey.
Care Advocates Build Member Trust
One of the most significant barriers to care is the administrative burden placed on the patient. Lantern addresses this by assigning a dedicated Care Advocate to each member. This single point of contact guides them through every step—from explaining benefits to coordinating appointments, travel and follow-up care.
For members like John P., this hands-on support simplifies an otherwise overwhelming process. “It all started and ended with a great interaction with my Care Advocate—from the very beginning when she was explaining to me what that benefit actually covered to setting up appointments, and even following up afterward.”
This level of proactive support not only improves member satisfaction but also builds confidence in their benefits. As one member explained, their Care Advocate is “not just a voice on the other end of the phone… they’re a lifeline.”
High-Quality Providers Drive Better Clinical Outcomes
Beyond personal support, Lantern’s Network of Excellence includes best-in-class providers with a complication rate of less than 1%, a notable improvement over the industry average of 8-15%. This focus on quality and outcomes is crucial in managing long-term costs and ensuring employees receive the best care.
Member Cecily H. experienced this quality firsthand and praised her surgeon. “He was absolutely fantastic. He was so patient… he helped guide me through absolutely everything and honestly, he was so professional.”
This high standard of care also translates to efficiency, with members seeing a provider in Lantern’s Network 21 days faster than the national average.
Eliminating the Financial Stress of Specialty Care
One of the most common sources of stress for employees is the financial aspect of specialty care. Lantern’s model is designed to alleviate this by providing members with little to $0 out-of-pocket costs and no surprise billing. For many, this level of support makes care financially possible.
As member Charles M. pointed out, the benefits included the free surgery, along with a hotel stay and a stipend to help pay for gas and other expenses. This comprehensive approach ensures that financial barriers are removed, allowing members to focus entirely on their recovery.
This commitment to a frictionless experience results in a 95% member satisfaction rating. Kimberly I., who had a knee replacement with Lantern’s help, found the process to be “incredible” from start to finish. She was so pleased that she’s using the service again for her other knee. “I would highly recommend you use these services,” she said.
