Outdated contact centers are posing problems for today's health systems. As longer hold times collide with demands for a better experience from patients and caregivers, systems are turning to virtual triage.
About 30 percent of patient calls to access centers require some triage, but the non-clinical agents who handle these calls aren't always equipped to determine what level of care a patient needs. Even more challenging, most patients want a self-service, digital experience without calling the contact center at all. Join this webinar to learn how two health systems are using evidence-based scheduling and virtual triage to address these challenges and more.
Key learning points:
- How patients use virtual triage to access the right care and reduce calls to the contact center
- How scheduling agents use evidence-based scheduling to find the right care while speaking with patients by phone
- Real-world virtual triage implementation experiences and results from Banner Health and Ardent Health Services
Heather Francis RN, MBA - Clinical Director of Digital Integration for Banner Health
Reed Smith, MBA - Vice President, Digital and Innovation at Ardent Health Services
Matthew Hanis, Executive Vice President at MedChat
Don Bauman, CEO at Isabel Healthcare
Webinar is on Thursday April 14th, 2022 at 11 AM to 12 PM CT
SIGN UP NOW: https://go.beckershospitalreview.com/how-2-systems-are-using-virtual-triage-to-transform-patient-access