Rethinking Virtual Physician Visits at Banner

Christopher Stallings, Senior Director Digital Consumer, Banner Health.  In the wake of COVID-19, healthcare providers have needed to rethink the traditional waiting room experience. Banner Health has launched a virtual waiting room across its Banner Medical Group practices, encompassing 300 clinics across Arizona, California, Colorado, Nebraska, Nevada and Wyoming.  Banner Health is using mobile chatbots to help patients remotely complete the paperwork and check-in processes for medical appointments before they step into the clinic, as part of the health system’s initiative to reimagine the consumer digital experience at Banner. Christopher shares how Banner quickly envisioned and executed on this strategy and the feedback they have received from customers and staff in the process.