The Consumer Experience Game: How The Pandemic Has Raised The Stakes

“I’ve become a consumer of virtual health care. As a result of the pandemic, I had my first telehealth session. When I logged into my doctor’s virtual care app, I entered a waiting room and first had to complete some intake forms and pay my copay before my doctor would see me. Behavioral health organizations are going to need these capabilities, too. They’re going to need ways to engage consumers virtually. Virtual check-in kiosks, the ability to process copays online—I think those are going to become table stakes. That’s how you get consumers into . . .