Case Study: Grand View Health achieves rapid COVID-19 nurse triage and schedules 17,000+ vaccinations with Optum (Change Healthcare)

Pennsylvania Hospital Leans on Change Healthcare for Nurse Triage Services During the Pandemic

Grand View Health, an independent community health system in Sellersville, PA, faced overwhelming demand on a COVID-19 hotline launched in March 2020 that internal staff could no longer sustain. To expand capacity and preserve the hospital’s community-focused approach, Grand View engaged Optum for Technology Enabled Services: Nurse Triage.

Optum rapidly stood up a dedicated registered‑nurse triage team (launching within 30 days and taking over on Jan. 4, 2021) that used customized, technology‑enabled algorithms to manage more than 4,000 calls per month while keeping average time‑to‑answer under 30 seconds. The Optum team also scheduled over 17,000 COVID‑19 vaccinations—including appointments for the majority of Grand View’s 1,800 employees—and later helped arrange wellness visits for high‑risk patients, substantially reducing staff burden and improving access to care.

Grand View Health

Heidi Aubertin

Quality Improvement Lead for Medical Practices