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Systems Operations: Call Center Toolkit

The Benefits of a COVID-Centric Call Center. View the Call Center Toolkit.

The COVID-19 Call-Center Toolkit is the latest in a series of applications designed by Edgility to assist hospitals and healthcare organizations operationally manage the Coronavirus outbreak.

Additional Toolkits can be found here:

Based on feedback from hospitals and healthcare systems using our COVID-19 Toolkits, we have identified a need for a proactive, community-based approach to managing people. The Call Center serves several purposes: it provides accurate and timely education to your high-risk population; it assists hospital operations by anticipating admissions (due to the proactive connections by nursing), it shows your community that their health system is there to support them in this time of crisis.

People in our communities are scared. The slightest symptoms are causing visits to urgency centers and Emergency Rooms. Establishing a Call Center model where patients have one source of truth in their community, where they know a nurse or professional caregiver will return their calls, may reduce the influx of patients and encourage stay-at-home care where appropriate. Due to the cancellation of elective procedures, it is possible systems have nurses in need of work to make up for their loss of hours. It could be a perfect fit.

Key Findings and Feedback from Clients and Toolkit users:

  1. People and communities across the nation are understandably scared, their anxiety is increasing, and they are looking for clinical answers to clinical questions.

  2. Potential, as well as current patients, are relying on providers and healthcare systems to be prepared and resourceful. The efficiency and efficacy of their care will be a long-lasting reflection on each system.

  3. Deploying a call center structure where people can speak with a nurse - in real-time or as a call-back, will go a long way in reducing patient anxiety. Additionally, it will allow patients with escalating symptoms to be tracked more closely. Anticipating admissions is critical in planning for operational capacity.

  4. Hospitals must be able to track monitor their 'highest' risk patients to predict future admissions. With a ‘proactive’ Call Center, nurses can reach out to patients as necessary.

  5. Systems should consider proactively calling the high-risk-for-readmission populations to provide ongoing patient education and tracking.

Watch for additional toolkits as we continue to process feedback.


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