Case Study: San Francisco Health Plan improves vaccine access and outreach with Tactical TeleSolutions multilingual call center

San Francisco Health Plan reaches 79% first-dose completion with Tactical TeleSolutions

San Francisco Health Plan (SFHP) needed to rapidly provide support for its provider network and diverse community to overcome barriers to COVID-19 vaccination access, including vaccine hesitancy and a reliance on web-based scheduling systems. To address this challenge, SFHP partnered with vendor Tactical TeleSolutions (TTS) to implement a multi-lingual call center service for outreach and customer support.

Tactical TeleSolutions quickly recruited and trained a call center staff to handle high volumes of inbound and outbound calls, including cold calling for vaccine registration and appointment booking. The solution provided immediate, real-time feedback to SFHP and focused on educating hesitant communities. As a result of this partnership, SFHP became the #1 Medi-Cal Managed Care Plan for COVID-19 vaccinations in California, with TTS helping to achieve a 79% first-dose completion rate among its members.

San Francisco Health Plan