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How Banner Health Uses Evidence-Based Scheduling to Get Patients to the Right Care

January 19 @ 8:30 am - 9:30 am

When patients call Banner Health to schedule an appointment, 30% need help finding the right care. This is true for most health systems and medical groups. But the 400 Banner agents who handle those calls are different: they’re augmented with evidence-based scheduling (EBS) which enables non-clinical agents to safely and quickly recommend the right care and urgency. Banner has found EBS helps agents find the right care more effectively while expressing greater empathy to the patient.

In this webinar, two of the leaders involved in Banner’s EBS deployment will:

·    Define Evidence Based Scheduling

·    Demonstrate the agent experience

·    Describe the components which make up EBS

·    Share some of the measurable insights discovered

Presenters: Brock Bassetti and Matthew Hanis


Brock Bassetti is the Senior Director of Customer Experience Design, Technology, and Engagement at Banner Health, a large health system based in Phoenix, Arizona. He supports the “digital front door” – a set of processes and technologies that enables Banner Health’s vision of making healthcare easy so life can be better. This includes a high tech contact center of nearly 1,000 agents using products like Salesforce, Genesys, and MedChat to provide reliable, delightful, and scalable patient interactions.

Matthew Hanis has worked with and for provider, payer, life sciences, and public health organizations. He is the head of strategy for MedChat which automates manual and repetitive healthcare communication tasks – no matter the complexity. Hanis helps large healthcare organizations deploy and scale automation such as Banner Health EBS. He has earned degrees and certificates from Tulane University, Washington University in St. Louis, and University of Michigan. He resides in Charlotte, NC.



  • Webinar fee: $15.00
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NESHS Non-Member Registration- January 19, 2023

How Banner Health Uses Evidence Based Scheduling to Get Patients to the Right Care
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January 19
8:30 am - 9:30 am
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