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How Virtua Health Transformed Its Access Center
What If Your Contact Center Did More Than Answer Calls?
Join Everise and HCCT for a real-world discussion with Virtua Health on expanding access beyond traditional call center models.
What You’ll Learn:
How Virtua Health's Patient Experience Navigators (PENs) work alongside emergency and inpatient care teams to support coordination, follow-ups, and continuity of care
How Virtua Health’s Virtual Navigation program enables timely, in-network specialist follow-ups through coordinated access
What it takes to bring these models to life within a 250-person access center, including early outcomes and lessons learned from pilot programs
Speakers
Assistant Vice President, Access Center & Loyalty — Virtua Health
Malik leads Virtua Health’s Access Center, which supports more than 2.6 million patient interactions annually with a team of over 250 employees. The Access Center operates as an omni-channel contact center in Southern New Jersey, utilizing EPIC EMR & Cheers CRM, Calabrio QM & WFM, Cisco Finesse, Loyal ChatBot, Luma Health SMS, Parlance IVR, and Actium Health Conversational AI, and has maintained a 92% employee retention rate with top decile employee engagement scores since 2018. He holds a master’s degree from Wilmington University and a bachelor’s degree in business administration from SNHU.
Vice President, Healthcare — Everise
With over 40 years of experience in the Life Sciences, MedTech, and Provider industries, Glen has held senior roles across healthcare consulting, BPO, and CX organizations, with expertise spanning CX and digital solutions, consulting, data informatics, AI, evidence-based medicine, medical devices, and pharmaceuticals.
Editor — Healthcare Contact Center Times (HCCT)