Case Study

How Virtua Health expanded their navigation services to improve patient retention


    Health system services aren't intuitive to navigate. Patients are often unaware of their next care steps or how to complete them because they lack appropriate guidance. By not providing consumer-friendly navigation services, health systems fail to meet the health needs of their community and risk losing patients to competitors whose services are easier and more convenient to use.

    The organization

    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.

    The approach

    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.

    The result

    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.

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