Public Health

Program Overview: 

The Remote COVID Call Center program aims to provide critical public outreach, education, and support related to infectious disease prevention, with a primary focus on COVID-19 and secondary focus on infectious diseases affecting the community (E.coli, Monkeypox, Ebola, etc.). The program will leverage a fully remote call center setup to efficiently disseminate accurate information, offer guidance, and address concerns from the community. By partnering with relevant health authorities and employing a dedicated and trained team, the program aims to contribute to the reduction of COVID-19 transmission rates and promote public health.

Program Objectives:

• Provide accurate information about COVID-19 prevention, transmission, symptoms, and vaccination.

• Address community concerns and misconceptions through personalized interactions.

• Promote compliance with public health guidelines and recommendations.

• Collaborate with healthcare authorities to ensure up-to-date and evidence-based information.

• Support vaccination efforts and provide appointment scheduling assistance.

• Establish a streamlined communication channel between the public and healthcare professionals.

Budget: $45,000,000 (annual)

Total Staff: 450

Operational Structure:

• Program Manager: 1

• Project Managers: 5

• Deputy Project Managers: 5

• Training Team: 3

• Scheduler: 1

• Call Center Managers (Nursing & Public Health Backgrounds): 30

Partnerships:

• CDC Epidemiology Team

• Arizona Department of Health Services

• Telephony and IT Vendors

Program Components:

Training and Onboarding Plan:

• • Develop comprehensive training materials covering COVID-19 knowledge, communication skills, empathy training, and HIPAA compliance.

  • Implement virtual onboarding sessions for new staff, emphasizing program objectives, key responsibilities, and adherence to guidelines.

  • Collaborate with the training team to ensure consistent and ongoing training updates.

Operational Plan:

• • Establish a centralized communication platform for staff, utilizing secure and compliant communication tools.

  • Divide the call center team into shifts to ensure 24/7 coverage.

  • Monitor call center metrics to track call volume, response times, and customer satisfaction.

  • Regularly update call scripts and FAQs based on the latest information from CDC and the Arizona Department of Health Services.

Partnerships:

• • Collaborate with the CDC epidemiology team to receive accurate and timely updates on COVID-19 trends, variants, and preventive measures.

  • Coordinate with the Arizona Department of Health Services to align call center initiatives with state-level efforts and to receive updates on local guidelines.

HIPAA Constraints and Accountability:

• • Implement stringent data security measures to ensure HIPAA compliance in handling sensitive patient information.

  • Conduct regular audits to ensure adherence to HIPAA regulations.

  • Assign a dedicated team member responsible for maintaining data privacy and security.

5-Year Burn-Down:

• • Allocate budget resources efficiently to ensure sustainable operations over five years.

  • Periodically assess the program's impact on public health outcomes and make adjustments as needed.

By combining a well-trained and compassionate team with robust partnerships, state-of-the-art technology, and strict compliance with HIPAA regulations, the Remote COVID Call Center program aims to be a cornerstone of infectious disease prevention efforts in the community. Over the next five years, the program will continuously evolve to address emerging challenges and contribute positively to public health outcomes.