RelateCare adapt Contact-Centers in Response to COVID-19 Crisis.

Cleveland, OH, USA, March, 2020 – In the midst of uncertainty around the current coronavirus crisis, RelateCare has adapted its contact centers to provide extra support and reassurance to their client partners. This includes managing COVID-19 information hotlines for multiple healthcare organizations, both in the US and in Ireland.

The need for the provision of registered nurse telehealth, direct patient care and virus screening services has skyrocketed with COVID-19.  RelateCare’s team of clinical and non-clinical caregivers are helping ease anxiety and panic among the public, as well as provide pertinent information and credible answers about the virus.

RelateCare’s contact center is available to healthcare organizations 24 hours a day, seven days a week. To date, RelateCare has seamlessly implemented COVID-19 contact center solutions in partnership with health systems, home-health providers and government bodies with great results.

RelateCare CEO, Conor O’Byrne said, “We have seen call types and arrival patterns drastically evolve in the past week and we foresee that they will continue to change in the coming weeks. As part of our responses to the ongoing emergency we made an immediate investment in enabling technologies and mobilized the majority of our workforce to work securely and compliantly from home. It is important for us to maintain service level and offer reassurance and peace of mind to patients at an incredibly unprecedented time of worry”.

RelateCare now offer the following:

  • Covid-19 Information Line: a public facing support hotline led by non-clinical agents designed to answer frequently asked questions and general information queries on behalf of a health system.  If required, these calls may be escalated to a triage nurse.
  • Nurse Triage: nurse triage specific line designed to screen patients’ symptoms and follow relevant protocols.
  • Friendly Calls: outreach “friendly” calls to members of your patient population who may feel isolated and alone at this time.
  • Real-Time Analysis of Remote Staff: as organization’s move to remote work from support models our workforce management can monitor productivity and performance. 

If you or your organization is interested in finding out more, please get in touch with our Director of Business Development, Valerie O’Brien, at vobrien@relatecare.com

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