Virtua Health achieved 3.5x their anticipated ROI after implementing Parlance Voice AI automation, and maintained 92% employee retention while their hospital ‘front door’ handled surging demand in 2023. Call volume increased from 200,000 to 400,000 annually, without proportional staffing increases.
Despite billions invested in patient portals, a high majority of consumers still prefer phone calls for healthcare interactions, and surprisingly, 71% of Gen Z agrees phone calls are fastest for complex issues. Virtua’s data proves this reality: for every online appointment scheduled, they receive 2.1-2.2 follow-up phone calls.
Malik Bahar (Virtua’s AVP of Operations) and Scott D’Entremont (Parlance’s CEO) reveal how intelligent voice automation achieved 68% self-service rates while enabling staff to focus on high-value patient care. With Amazon, Apple, and CVS investing $20+ billion to disrupt healthcare, this partnership demonstrates how traditional health systems can compete through superior patient experience.
