Case Study: a leading telephonic triage company improves COVID-19 care direction with Conduent nurse triage protocols

Conduent’s Nurse First Response unit prepares rapid COVID-19 response

The leading telephonic triage company faced the challenge of managing potential work-related COVID-19 cases, which required a swift and specific response to assess symptoms, provide immediate care direction, and help control workplace transmission. To address this, they partnered with Conduent and utilized its Nurse First Response triage hotline service to handle these complex intake cases effectively.

Conduent implemented a solution by rapidly developing and deploying proprietary COVID-19-specific assessment protocols for its nurses. This enabled them to evaluate symptoms, potential exposure, and emergency status before providing tailored care instructions. The results included a detailed breakdown of call dispositions, with 60% directed to self-care, 14% as report-only, 12% referred to a primary care provider, 9% to an emergency room, and 5% to telemedicine. This provided the customer with immediate insight into employee cases and helped their risk managers stem potential workplace transmission of the virus.