How 2 systems are using virtual triage to transform patient access

Thursday, April 14th, 2022 | 11:00 AM - 12:00 PM CT

Outdated contact centers are posing problems for today's health systems.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


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Heather Francis RN, MBA

Clinical Director of Digital Integration for Banner Health

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Reed Smith, MBA

Vice President, Digital & Innovation at Ardent Health Services

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Matthew Hanis

Executive Vice President at MedChat

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Don Bauman

CEO at Isabel Healthcare