Becker’s Healthcare Podcast Transforming Access and Virtual Care at Virtua Health
Jul 6, 2025
Malik Bahar, AVP of Access Center and Loyalty at Virtua Health, focuses on human-centric patient experiences, while Erica Carney, Director of Virtual Care Transformation, leads innovative virtual care strategies. Together, they explore how advanced technologies and AI are reshaping healthcare delivery and enhancing patient outcomes. They discuss the challenges of a professional shortage and the demand for healthcare amidst an aging population, emphasizing the importance of maintaining human connections in a tech-driven world.
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Virtual Care Addresses Workforce Gaps
- Erica Carney notes healthcare faces workforce shortages and growing patient needs due to aging and chronic disease.
- She emphasizes virtual care technologies can help prioritize patient face time and improve provider work-life harmony.
Contact Center Success and Patient Expectations
- Malik Bahar shares how Virtua's contact center team operates mostly remotely with 200 staff and achieves a 92% retention rate.
- He highlights how patient expectations are now shaped by top consumer experiences like Chick-fil, influencing healthcare service demands.
Unified Patient Experience Drives Growth
- Malik Bahar explains the goal to unify patient data and interactions into a seamless experience across channels.
- This integration enables personalized care and supports Virtua Health’s growth as a leading regional and potentially national brand.