73% of U.S. adults report the healthcare system fails to meet their needs. 56% say they wait more than a week for an appointment. And that appointment isn’t easy to get. U.S. adults spend 8 hours each month coordinating care for themselves or their loved ones.
When it comes to specialty care for cancer, surgery or chronic conditions, the process is even more complicated. That’s why Lantern pairs each member with a Care Advocate who provides personalized guidance every step of the way.
“We strive to provide white-glove service to every single member,” says Alyssa Bliven-Schimek, Director of Member Services. “It doesn’t matter who the client is; we treat every member the same.”
An Empathetic Approach
Lantern’s dedicated Care Advocates and nurses provide comprehensive support, from doctor recommendations and priority scheduling to treatment plan evaluation and second opinion coordination.
“It’s already a difficult journey, so if a member says they need to make a new appointment, I’m going to go out of my way,” says Alexis Porter, Project Manager, Quality and Training. “I tell them, ‘I can call that provider office for you. You go focus on your recovery, and you leave all of that to me.’”
Our Advocates also check in to see how your employee and their family are doing throughout the process.
“I had a member who ended up having some pretty serious health issues come up in the middle of his journey, and so he needed to put it on hold, and I couldn’t just let that go,” says Michelle Smith, Clinical Care Specialist. “I still checked in on him every week. Hearing how grateful he was that he had somebody still checking on him was very rewarding.”
By ensuring the recovery journey is as smooth and stress-free as possible, your employees can focus on themselves, on being with their families and on the one thing that matters most – getting better.
“I find that a lot of our members really just need someone to talk to and hear what they’re feeling and what they’re going through,” Porter says. “Being an active listener, engaging in what they’re going through and just being present in that moment with them — that’s what really pays for our members.”
In The Harris Poll survey, 65% of surveyed adults say coordinating and managing healthcare is overwhelming and time-consuming. 64% wish the healthcare provider took more time to understand them, and 40% report being afraid to speak up during appointments.
Our multilingual Care Advocates are just a call away, with an average hold time of just 15 seconds, so members don’t spend all day on the phone. They support patients and caregivers by providing referrals to individually vetted, top-performing doctors within our network of excellence and scheduling the appointments. And after an appointment, they follow up and ensure all of the member’s questions were answered.
“It’s more than just impactful savings,” Porter says. “It’s more than just our quality network. Care Advocates truly make a difference in our members’ lives.”
