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News : RelateCare Adapt Contact Centers to Respond to COVID-19

#contactcenterworld, @relatecare

Cleveland, OH, USA, March 25, 2020 -- In the midst of uncertainty around the current coronavirus crisis, RelateCare has quickly adapted its call centers to provide extra support and reassurance to its provider-partners and their patients. The need for the provision of registered nurse telehealth, direct patient care and virus screening has skyrocketed with Covid-19. In response, RelateCare now manages COVID-19 information hotlines for multiple healthcare organizations, both in the US and for the government in Ireland.

The RelateCare team of clinical and non-clinical caregivers will help ease anxiety and panic among patients, as well as provide relevant and helpful information and credible answers about the virus.

The RelateCare call center, based in Cleveland, OH, is available 24 hours a day, seven days a week. It is available to patients and their families, vulnerable citizens, hospitals, assisted living facilities and long-term acute care hospitals.

RelateCare also moved quickly to mobilize a remote workforce. An immediate investment in laptops and headsets gave the company the ability to enable close to 75% of their current US workforce to be work-from-home ready, and therefore maintain and in some areas expand their services with current clients.

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. We quickly took steps to help where we could and designed solutions specific to help our healthcare partners offer reassurance and peace of mind to patients at an incredibly unprecedented time of worry."

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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: a nurse triage specific line designed to screen patients’ symptoms and follow relevant protocols.



  • Real-Time Analysis of Remote Staff: as organization’s move to remote work from support models our workforce management can monitor productivity and performance.



  • Friendly Calls: we offer outreach "friendly" call to members of the population who may feel isolated and alone at this time.


#contactcenterworld, @relatecare

About RelateCare:
Company LogoRelateCare is a global healthcare communications company that provides healthcare contact center solutions to healthcare systems in the world. Through a range of consulting and outsourcing solutions RelateCare helps partner organizations reduce costs and enhance revenue by optimizing the patient journey, from the first point of access through post discharge follow up. RelateCare started as a joint venture between Cleveland Clinic and rigneydolphin, an Irish contact center company.
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Published: Friday, March 27, 2020

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2020 Buyers Guide Help Desk Software

eGain Corporation

eGain CallTrack™
eGain CallTrack™ is a dynamic call tracking and case management solution that helps companies provide quick, high-quality, and cost-efficient resolution of customer issues across traditional and emerging interaction channels. It is one of the many innovative customer interaction products in eGain Solve™ suite, the unified customer engagement and knowledge management software suite, which helps businesses transform their traditional call centers into omnichannel customer engagement hubs. eGain CallTrack will enable you to track, manage and resolve cases and maintain service level agreements (SLA), across channels.

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