---
title: Covid-19 Service Desk
description: We have activated our COVID-19 patient triage help desk group based on FAQs created with our clients.
---

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# COVID-19 Service Desk

![Digital unplugged (1)-3](https://info.thehcigroup.com/hs-fs/hubfs/Digital%20unplugged%20(1)-3.png?width=700&name=Digital%20unplugged%20(1)-3.png)

**We have activated our COVID-19 patient triage help desk group based on FAQs created with our clients. We have two levels:**

**Level 1:** For traditional questions

**Level 2:** For clinical RNs to address clinical concerns and symptoms

**Patient COVID-19 Questions: Tier 1 help desk resources**

- Working 6am to 8pm shifts
- Answering FAQs established by client and with HCI on COVID-19; rescheduling appointments, links of CDC or where to go, how to prevent sickness, etc.
- We are providing reports as to what wait times patients are seeing, how many abandoned calls, and how many calls you are receiving – this will get more detailed as we progress but as of right now, clients just want patients to have a person to speak to.
- All support resources are onshore and out of our call centers in Jacksonville FL, Plano Texas and Fargo North Dakota.

**Patient COVID-19 Questions: RN Nurse Triage**

- Working 6am to 8pm shifts
- Receiving calls once the Tier 1 team has fielded and triaged to the RN. S
- Because of President Trump's lift on across state license, our RNs do not have to be licensed in your state, in order to practice
- Calls pertaining to: COVID-19 Symptoms, any severe cases the client would like the RN to field
- Making recommendations as to next steps: Get tested, go to the designated testing facility, don’t do anything, etc.
- All RNs are onshore and working out of their home offices with our technology

**Contact us to learn more about how we can support your service desk**

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 +1 904 337 6300

 +1 866 793 2484

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[www.thehcigroup.com](https://www.thehcigroup.com)

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