← Becker’s Healthcare Podcast
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- [00:00]
Laura Duda
This is Laura Duda with the Beckers Healthcare podcast. I'm thrilled today to be joined by Malik Bahar, AVP of the Access center and Loyalty at Virtua health, and Eric McCarney, director of virtual Care Transformation Integration and Strategic Operations at Virtua. Malik. Erika, thank you so much for joining us today.
- [00:18]
Erica Carney
Thanks for having us.
- [00:20]
Malik Bahar
Thank you for having us. Absolutely.
- [00:22]
Laura Duda
Now I'm excited for our conversation because I know there's so much happening around access to care as well as looking at virtual care, how we can really expand the health care outside of the four walls of the hospital. So I'm looking forward to learning more about what you're doing at Virtual Health. But before we dig in, I'm wondering, could you both briefly introduce yourself and tell us a bit about your background. And Malik, we'll start with you.
- [00:44]
Malik Bahar
Okay. So my name is Malik Bahar. As mentioned, I am the AVP of Access center and Loyalty for Virtual Health system. Coming up on my 11 year anniversary in just 5 days from now with Virtual Health. And really my journey is one that's really people and human centric in my previous stops, because healthcare was not my first area as a profession, whether it be hospitality or whether it be wellness as a trainer for many years, ultimately it was about connecting with people and finding ways to improve outcomes to help their experience be a bit better. And the best part about my virtual experience is that we've really been leaning into that and seeing really good results as a byproduct. So that's a bit about me.
- [01:30]
Laura Duda
Fantastic. And Erica, could you tell us a bit about yourself as well?
- [01:33]
Erica Carney
Absolutely. So again, my name is Erica Carney and I oversee Virtua's virtual care strategy that leverages some really neat advanced technologies such as optical cameras and ambient sensors. But before stepping into my current role as director of Virtual Care Transformation, I spent spent nearly a decade leading our Accountable Care organization's provider relations team. So I had the opportunity to work side by side with primary and specialty care clinicians to really transform the way that medicine was being provided through a population health based approach. And it was an eye opening and quite invigorating experience. So when the opportunity presented itself to lead Virtua's virtual care strategy, I knew this was going to be the way that I could contribute to the bigger movement occurring in healthcare and really utilize some of those same transformational practices. So today I have the privilege of collaborating with operational leaders around the system like Malik to really bring innovative virtual care use cases to life. So these can range from appointment, navigation, to discharge coordination to overnight clinical support within our ICUs. But our aim here is really to revolutionize care delivery through seamlessly integrating some of those advanced technologies that I had recently referenced to really enhance both the patient and clinician experience, all while improving quality of care and driving operational efficiencies along the way.
- [03:08]
Laura Duda
That's amazing to hear, you know, and what a great journey you've been on in terms of just being able to both of you experience how healthcare is touching so many different folks in the community and then through this digital transformation we've had over the last several years. It's just really incredible. Now, I am curious, what are some of the opportunities and headwinds that you have your eye on right now? And for this one, let's start with you, Erica.
- [03:30]
Erica Carney
Thanks, Laura. So I think that there's a really pivotal moment occurring in healthcare right now. You know, there's the shortage of healthcare professionals and we're seeing a rise in patients requiring care due to either aging populations or the prevalence of chronic diseases. So in order to deliver a really meaningful experience to patients, you know, it's important that we're identifying weight to prioritize facetime with them and provide that clear communication and dedicated attention to each individual patient. That is so critical. And I know some are going to ask, you know, with what time, with what resources, and I think those are good questions to ask. But it's also important for us to be mindful of how we are attracting and retaining top talent in such competitive markets. So, you know, are we looking at how we are thoughtfully developing a culture that embraces our work life harmony? So could alternative or hybrid work arrangements help achieve this goal? So at virtua, through the use of these advanced technologies, our teams now have the ability to reimagine elements of care without sacrificing traditional delivery of services. So as the needs of our communities and our workforce evolves, so must we.
- [04:51]
Laura Duda
That makes a lot of sense. You know, really hits on so much of what we're hearing today from leaders across the board in trying to figure out how to deliver more care, expand capacity and create a better experience for patients. Malik, would you have anything to add?
- [05:04]
Malik Bahar
Absolutely. So I think Erika laid it out perfectly in regards to how we see things from a system approach when it comes to opportunities. A bit of background about what my day to day looks like. So I oversee our contact center. Our contact center is a 200 FTE team, about 92% remote. And ultimately we are a mid sized contact center. 2.6 million interactions. We have Centralized primary care, centralized insurance referral, centralized ob, gyn, radiology, scheduling, GI and many, many others. And one of the things that we've really focused on, as Erica mentioned, is that work, life, harmony, really creating an environment and a space where we've been able to boast a 92% retention rate since 2018. And that 8% churn year over year is normally largely positive. Now how does this tie into opportunity? It ties into opportunity because we're really at a crossroads with what is presented in front of us, with, with really making sure that the experience that people have when they reach out to, when they reach out to any of us in healthcare is comprehensive, that there's interoperability and really that it's simple and easy. One of the key things we've been talking about internally is that when you think about headwinds, it's just kind of the evolving demands. Patients are no longer comparing us to necessarily our regional or national competitors. They are ultimately comparing their experience with virtual health to their less last greatest experience in general. So whether it be the experience they felt sitting in the line at Chick Fil A or their experience with Southwest Airlines or Disney, we really are looking to make sure that we provide the best experience possible. And how do we do that? The opportunities to leverage the technology, many of the things that Erica oversees, but also things such as agentic AI to really simplify the overall experience is really key because the consumer base in our patient populations are only going to continue to improve and heighten their level of expectation about what is the standard. You know, we were talking recently about how Gen X at the top end of their scale are now 28 years old. And with that they are just two years from becoming 30 and in many cases beginning families becoming the caretakers of tomorrow and really prioritizing their sense of wellness and well being. So with that there's also an understanding that regardless of labels, that the upcoming generations have had immediate answers and solutions at their fingertips. And that's the expectation that they make, that they carry with them. So how do we as healthcare providers and practitioners really make sure that we meet that expectation? By simplifying the roadmap to access, by simplifying the access to care and by simplifying the communications that happen throughout the process to keep them up to speed, abreast of what's going on and really make sure that the experience overall is a favorable one.
- [08:11]
Laura Duda
That's such a fascinating point and you know, really to think about generationally that Gen Z coming into the space where they're Becoming parents and really expecting different things than previous generations from their healthcare experience, comparing it to other industries and it's just really fascinating to think about. I wanted to stay there for just one minute. When you look ahead, how are you thinking about growth and adding value to your organization and what does that look like for you, Malik?
- [08:34]
Malik Bahar
So for me, it's really playing a key role, along with other colleagues, system wide, to make sure that we identify the best way to align our agentic journey to really do all the things that I mentioned previously regarding the experience that is provided. So that way, when a patient, whether they're leveraging their MyChart, their portal, regardless of the modality with which they choose to connect to virtual health, that when they are speaking to the front desk, that conversation, that conversation is made available. So that same way the outreach from the marketing department or a conversation with a provider is a single source of truth so that our care teams and our clinical colleagues have the opportunity to really take a look at what the patient is experiencing and provide that personalized care that they're going to expect. Where the rubber meets the road is really our ability to provide that. And I am part of a team that is working diligently to make sure that we are positioned to deliver that through 2025 and beyond.
- [09:33]
Laura Duda
Fascinating to hear. That makes a lot of sense. You know, really is critical in order to keep the healthcare organization modernized and moving forward. Erica, from your perspective, what are you seeing with virtual care and some of the transformational efforts you're working on?
- [09:47]
Erica Carney
Yeah, so the value proposition for the use of virtual and smart care technologies really continues to grow each day. To Malik's point. You know, we've only uncovered, I think, the tip of the iceberg size impact that's really occurring around our system through the hard work of so many dedicated teams. So since much of our virtual care work here at Virtua is additive in nature, we have clinicians who are reporting burnout reduction and greater bandwidth at the bedside and just an overall enhanced feeling of teamwork. We are proactively detecting potential safety risks. Earlier we've seen expedited consults and cross campus travel elimination. You know, many of these virtual care use cases have a direct impact on patient throughput efficiencies and readmission reduction efforts, you know, which are large focuses for so many organizations right now across the country. You know, one of my personal favorite value adds that I have observed since we have gone live on some of these advanced technologies is the ability to virtually include family members and loved ones in the Patient's care journey here at Virtua. So how often do loved ones wish they could be by the patient's side, but they're stuck at work or they're caring for small children, or they live multiple states away? That's a barrier that has now been lifted. And patients now have the comfort of that familiar face during potentially some of their most vulnerable moments. And I think that's a testament to the virtual care impact.
- [11:25]
Laura Duda
Absolutely. I think that's spot on and certainly a huge impact that's been having and will continue to have for years to come. I think, you know, there's so many opportunities, so many cool things, things are happening in healthcare. It's just amazing to think about the future. But I know there's also risks involved. So what could you tell me, Erica, first, from your perspective, what is one risk or investment that's still worth taking this year, even given some of the challenges, you know, with financially and otherwise for many hospitals and health systems are facing?
- [11:55]
Erica Carney
So I'll take a different spin on this. I think one investment that I believe to be quite fruitful is the power of storytelling. So that might not be a groundbreaking revelation, but I think it can be a game changer, especially when navigating some of the challenges of change management around a new venture. So there is, you know, no shortage of books or podcasts on the subject. But a quote that has really stuck with me that Robert McKee once shared is that storytelling is the most powerful way to put ideas into the world today. So there is a place for pie charts, don't get me wrong, conversations related to ROI and length of stay figures. But stories will stick. Stories speak to people. It's what connects us all as humans. So my recommendation would be invest in the storytellers of your organization as they are really going to help craft the narrative of the future.
- [12:52]
Laura Duda
I love that it's such an important aspect of healthcare and how organizations are moving forward is to have those folks who are really strongly sharing the message and have an understanding of where you're trying to go. Malik, what are your thoughts? What do you see as being still important aspects of the organization to really double down on for the next year?
- [13:09]
Malik Bahar
No, I think Erica laid it out perfectly. I'll kind of expound on her point and then bring up what I was thinking about as she was answering. So the power of storytelling is absolutely integral to change management, really kind of providing the overarching why behind so that colleagues and all who are impacted have that narrative. One thing that really stands out to me Is that within our world of customer service and one of the things that we always focus on is that, you know, it's the Chick Fil, a model with an inside out approach, focusing on people and growing and evolving great teams with the understanding that the patients or the community at large will never be as big as a fan of your brand as your own employees are. And because of that, the storytelling aspect of it and really connecting people to each other to provide a deeper understanding is so key. But when it comes to investment, from my perspective, it was really about the agentic AI journey, really finding ways to implement it to simplify workflows and really provide additional efficiency that pay off in regards to patient experience, you know, when patients have the understanding, you know, and this is happening across industries, across service industries, you know, whether it be banking or different financial institutions, credit card companies or so on and so forth, when you're contacting through one modality right away, the AI is being leveraged to simplify and make sure that you are not only connecting with that information in a safe and consistent manner, but also that it's taking the burden off of you and becomes ultimately one less thing in your day. So for us, through my lens, the investment into the AI space and really finding ways to enhance the experience that all patients will have, because people are going to go to any institution, through any industry where the process is simple, favorable and repeatable. So because of that, AI is something that plays a huge role in making that happen. And in conjunction with Erica's point about storytelling and investing in the people so that the community understands that it's not simply leveraging AI as a. To supplant the human interaction, but to enhance and to complement it. And at its best, we are now enabled, just like we all do with our smartphones, to do more, to provide greater simplicity because of that partnership, because of that synergy between the two, I love that.
- [15:42]
Laura Duda
What an important impact that you're having on the organization when you're using technology and using all the different tools that you have to really care for patients, to become smarter about it and then truly, you know, extend that out to the community as well. Before we wrap up here, I wanted to ask you both, where do you see some of the best opportunities for growth in the future? And Malik, we'd love to start with you on this one.
- [16:05]
Malik Bahar
Absolutely. So I'm going to stay on, on. On narrative for me, and that being the technology aspect of it, really, because it's taking the workflow of today across all aspects of what health systems offer and simplifying it. So I'll use an example or for instance, in our world of contact center operations, we are an epic shop for those who are listening and familiar. We utilize Chear CRM and then Actium Health CRM, Collabrio for workforce management and quality management parlance, IVR Luma for SMS and Loyal for online chatbot. So ultimately we have a great deal of technology at our fingerprint at our fingertips, and that was the point of me sharing that. But really it's how do we pull all those together to provide that comprehensive view of the patient that organizations that do that the best are going to be the ones that are chosen consistently. And to me that's really the growth that we all want to see. We want our organization, we want virtual health to be that preferred premier choice in our region and then ultimately to grow from a brand recognition perspective nationally as a place that cares for people, that helps you get well, be well and stay well. And because of that, that's the growth that we want to see. And AI and leveraging the technology is really key.
- [17:23]
Laura Duda
That makes a lot of sense. You know, what a cool future that will be when everything comes together and you're seeing so much of that work together. Erica, what would you add?
- [17:33]
Erica Carney
Yeah, building off of some of Malik's comments regarding technology, I believe we're going to see continuous growth through the smart care facility, Len. So organizations will be faced with identifying real time solutions for many of those challenges that we previously discussed. And tapping into smart technology is an approach to overcoming some of those hurdles. So if I was a betting woman, new technologies with promises of added efficiencies and cost benefits will continue to come to the market and systems will really need to prioritize the opportunities that are most befitting for their organization. So do you prioritize digital interfaces or is it use of artificial intelligence? EMR integrations? I don't think it's a one size fits all answer. And I also see this as an evolution and not something that can necessarily be turned on overnight. So the same way that, you know, every new construction project starts with a solid foundation before moving on to building floors and installing windows and adding paint, that's the same way Virtua is really approaching our smart care journey, because without that solid foundation, that's where the potential for risk really creeps in.
- [18:49]
Laura Duda
Absolutely. That makes a lot of sense. Erica Malik, thank you so much for joining us on the podcast today. This has been such a fascinating conversation and I look forward to connecting with you both again. Soon.
- [18:59]
Erica Carney
Thank you.