Lantern Care Advocacy Team Shines with Personalized Support, 87 NPS

Lantern is the Specialty Care Platform that helps employers reduce trend in the highest growing area of spend - specialty care. Lantern's Network of Excellence includes the top surgeons, infusion and cancer centers around the country. Lantern pairs members with a dedicated care team, including Care Advocates and nurse navigators, for the entirety of their care journey.

Briefly describe the nominated department: history and past performance (up to 1,250 characters):

Lantern, which works with employers to provide employees with specialty care, contracts directly with high-quality providers and offers a dedicated care team to help guide members through complex care journeys like total joint replacements, heart surgery and cancer.

The customer service care team plays a critical role during members' most difficult moments in their care journeys, answering questions, helping find high-quality doctors close to home, coordinating appointments, transferring medical records, arranging transportation, and addressing social determinants of health.

Through diligent coordination, Lantern's care advocates ensure members promptly get the best care, averaging 14 days to consultation compared to the national average of 38 days.

In 2023, Lantern's care team consisted of 98 care advocates, along with 1 clinical care nurse and 1 chief medical officer, who supported 1.6M employees and enrolled family members across 234 employer clients.

Care advocates ensure a high-touch experience, which led to a NPS of 89 in 2023. At that time, advocates selected who received satisfaction surveys.

In 2023, the care team helped to field 590K interactions with members, and 91% were answered in 30 seconds or less.

Outline the department's achievements since July 1, 2023 that you wish to bring to the judges' attention (up to 1,500 characters):

The Lantern care team has continued to expand to meet member needs, answering questions and getting them the best care in a timely manner.

They now work with 340+ clients to serve over [REDACTED FOR PUBLICATION] members [REDACTED FOR PUBLICATION]. Besides surgical care and cancer care, Lantern also expanded into infusion therapy in 2024. Even with this growth, Lantern has maintained and even exceeded satisfaction and wait time targets. Today, 95% of calls are answered in 30 seconds or less (compared to 91% in 2023). In 2025 so far, the care team has handled 930K+ inquiries. Even with a 58% increase in inquiries, the care advocates continue to shine with an 87 NPS and 93% member satisfaction score from surveys sent to every member.

Training is core to this success. Lantern has grown its care team by 69% and invested heavily in new training for care advocates in 2025-6 weeks of rigorous learning when hired, ongoing support from a quality coach, and continuous learning, training and re-certification.

The clinical care team has also expanded and includes a Chief Medical Officer, an Associate Chief Medical Officer, 3 VPs of operations, 3 clinical directors, 16 registered nurses and a licensed clinical social worker. When members have specific questions, care advocates ensure they get 1:1 time with a clinical team associate.

Lantern's team focuses on a white-glove approach, no matter where members are in their care journey.

Explain why the achievements you have highlighted are unique or significant. If possible compare the achievements to the performance of other players in your industry and/or to the organization's past performance (up to 1,500 characters):

In 2023, Lantern had 17K+ good member outcomes and that number grew to 25K in 2024. (Good outcomes is the number of successfully completed procedures and total avoided procedures when other methods like physical therapy might be a better option). Lantern is expected to reach approximately 30K good outcomes this year.

Lantern's care team plays a critical role in positive outcomes, helping to guide members to the best doctors, which has resulted in a less than 1% complication rate, compared to the national average of 8-10%.

Lantern's 87 member NPS score is world-renowned, outranking health insurers, which average 29.3, and other HR Services that land at 48 NPS. [REDACTED FOR PUBLICATION] Our customer satisfaction score of 93% also outperforms health insurers, with the top 10 ranking from 80 to 84%.

Lantern has hundreds of members who praise Lantern's care advocates in the surveys.

Elizabeth R. from a school district said: "It was incredibly smooth sailing with my care advocate checking in on me regularly. Without Lantern, I would have endured a decade of pain-you all have truly transformed my life."

Yolanda C. from a national retailer said: "Tyler, my care advocate, walked me through everything. He is amazing."

Christopher C. from a digital signage company said: "My care advocate was extremely helpful,

responsive, and frankly, I couldn't have navigated the process without them. Kudos."