Virtua Health Unveils New Tool to Make Accessing Care Easier for Patients in South Jersey

ATLANTA–(BUSINESS WIRE)–#LoyalHealthVirtua Health, South Jersey’s largest health system, has deployed Loyal’s Guide, an artificial intelligence (AI) healthcare chatbot and live chat solution, to improve patients’ online experience.

In addition to handling appointment requests, billing questions and other triage functionalities for hospitals and health systems, Guide allows patients to type in a wide variety of questions they may have on Virtua Health’s website. Integrations with Epic and CRM Symphony RM will allow Virtua to offer patients self-scheduling capabilities and provide a more personalized digital experience.

Additionally, Virtua has implemented Guide’s live chat functionality to support their Personal Health Navigators, live chat agents who can help patients find a doctor, schedule appointments or classes, and help find a service or location.

“This is an important tool that enables consumers to get the information they want, more quickly, through one of our many doors to Virtua services and experts,” explains Chrisie Scott, senior vice president and chief marketing officer for Virtua Health. “It is part of our overall consumer focus on how we make it easier to navigate health care. It’s been particularly helpful during this time of COVID-19 and so many community questions regarding testing and vaccines. We are grateful to have a digital assistant alongside of our live call advisors to help us listen and engage, understand people’s intent faster, and support them in real time in their care journey.”

Loyal, the preferred software solution for improved care utilization among the nation’s leading health systems and hospitals, created this digital, front-door technology to help health system leadership teams rethink the online experience’s role in converting and retaining patients. The AI-powered solutions address burdens placed on call center teams and billing support staff while delivering a better patient experience.

“We are excited for the people of South Jersey who will benefit from this added level of convenience when managing their care needs,” Chad Mallory, CEO of Loyal, said. “We created this technology to make accessing high-quality healthcare easier and thank Virtua Health for helping us do just that as part of their ongoing commitment to helping people Be Well, Get Well and Stay Well.”

For more information about Guide and how Loyal supports hospitals and health systems in their quest to improve healthcare consumers’ online experience, visit

About Loyal

A healthcare consumer experience company solely dedicated to the betterment of patient care, Loyal is the preferred software solution for improved care utilization among the nation’s leading health systems and hospitals. One of the first companies to offer end-to-end digital and AI-powered solutions spanning the entirety of the patient journey, Loyal makes it easier for patients to access and schedule care they need. From selecting a provider best suited for them to closing the feedback loop on their experience, patients who engage with healthcare networks via our proprietary platform quite simply, tend to be more loyal. Learn how to streamline patients’ navigation of your health system and network of clinical services at

About Virtua Health

Virtua Health is committed to helping the people of South Jersey be well, get well, and stay well by providing the complete spectrum of advanced, accessible, and trusted health care services. Virtua’s 14,000 colleagues provide tertiary care, including a renowned cardiology program, complemented by a community-based care portfolio. In addition to five hospitals, two satellite emergency departments, and more than 280 other locations, Virtua brings health services directly into communities through home health, rehabilitation, mobile screenings, and its paramedic program. Virtua has 2,850 affiliated doctors and other clinicians, and its specialties include orthopedics, advanced surgery, and maternity. Virtua is affiliated with Penn Medicine for cancer and neuroscience, and the Children’s Hospital of Philadelphia for pediatrics. As a not-for-profit, Virtua is committed to the well-being of the community and provides innovative outreach programs that address social challenges affecting health, from addiction and other behavioral issues to lack of nutritious food and stable housing. A Magnet-recognized health system ranked by U.S. News and World Report, Virtua has received many awards for quality, safety, and its outstanding work environment. For more information, visit To help Virtua make a difference, visit


Alison Ilg

Ilg Communications

For Loyal