Virtua Health, the largest non-profit health care provider in Southern New Jersey, consists of more than 200 locations, including five hospitals with 1,481 beds, 8 urgent care centers, and 20 surgery centers.
To provide a more coordinated care experience for patients, Virtua expanded their navigation services to include in-person and digital communication channels in addition to telephonic support. These navigators can schedule appointments, clarify next care steps, and answer clinical and billing questions—making it easy for patients to access information and stay connected to Virtua through their preferred communication channel.
By supplementing their traditional telephonic navigation program, Virtua Health was able to improve the patient experience, drive utilization of specialists, and keep patients within their system. In just 18 months, Virtua’s two onsite navigators drove $1.4 million in contribution margin and converted 88% of interactions into specialist visits.