Join your HCIC colleagues for an exclusive look at measurable consumer engagement, patient access and labor productivity gains using chat in a complex health system.
Bryan Yarbrough, Ardent Health’s Corporate Director of Integrated Services, Marketing, will share the goals and results in their chat pilot the business reasons for expanding chat across the entire Ardent Health enterprise.
Ardent Health knew consumers wanted to converse digitally for triage to the right care, appointment scheduling, and other inquiries traditionally handled by phone. The team decided to validate live chat and chatbots in a two-market pilot to meet these needs. MedChat was selected in a far-reaching evaluation of chat, chatbot, and advanced automation platforms.
In 76 days, the MedChat pilot generated 7,000 chats, half of which were new patients and 90% were fulfilled using chatbots and AI without agent assistance required at all. The documented labor cost savings and improved patient experience resulted in Ardent expanding chat to the rest of its markets.
Don has over 30 years of experience working in the healthcare industry. He has led sales and marketing activities in organisations such as InformMed, LMS Medical and Cereplex Inc. before coming to Isabel in 2010.