What does it actually take to scale a virtual care program from one site to many and not fail the people depending on it?
At the American Telemedicine Association (ATA) NEXUS 2026 conference, Eagle Telemedicine CEO Jason Povio moderated a candid panel conversation with four health system leaders who have lived through the complexity of multi-site virtual care expansion. Together they covered what most conference presentations skip: the human challenges, governance failures, workflow breakdowns, and technology assumptions that derail programs that looked good on paper.
Topics covered:
- Why change management is the most underestimated and underfunded part of scaling
- How to find and cultivate local champions, including the naysayer in the back of the room
- Governance models: when to centralize, when to flex, and who actually owns the decisions
- The workflow redesign moments that separated programs that scaled from ones that stalled
- What adoption actually looks like vs. just going live
- The first technology assumption that turned out to be wrong at each organization
- What each panelist would do differently before their third or fourth site
Panelists:
- Matt Anderson, CMIO, Honor Health
- Lauren Bergens, Director of Nursing Informatics and Third-Party Clinical Applications, Ascension Health
- Suzanne Hinderer, Director of Telehealth Services and Digital Development, OSF On Call, OSF Healthcare
- Roland Walker, Director of Telehealth Initiatives, MedStar Health
Moderator:
- Jason Povio, CEO, Eagle Telemedicine
Recorded at ATA Nexus, May 2026.