Case Study: National Healthcare Network achieves rapid COVID triage and vaccine support with RDI Connect

National Healthcare Network launches COVID support in 72 hours with RDI Corporation, achieving 80%+ first-call resolution

National Healthcare Network, a national healthcare provider, faced an overwhelming surge of COVID-19 related calls that flooded its internal nurse triage center at the start of the pandemic. This led to dangerously long patient wait times and significant delays in care. To address this, they partnered with RDI Corporation and used its RDI Connect service to implement a rapid response solution.

RDI established a dedicated COVID support call center within just 72 hours, front-ending calls to triage symptoms, share CDC guidelines, and provide testing information. Using a hybrid staffing model, RDI managed unpredictable call volumes and achieved an 80%+ first call resolution rate, deflecting the majority of inquiries from the client's clinical staff. The solution provided 24/7 support at a reduced total cost and was later expanded by RDI to include a vaccine support team.

National Healthcare Network