COVID-19 Service Desk 

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