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When the State of Louisiana experienced a major spike in unemployment claims associated with the COVID-19 pandemic, the Louisiana Workforce Commission turned to Plexos to help ramp up staffing and resources for its unemployment insurance hotline. Within one week of project award, we rapidly stood up a remote call center to assist Louisiana residents with new unemployment claims and technical assistance with the online claims portal. At the request of the Louisiana State government, we’ve hired and trained more than 150 local Louisiana residents to field calls while working remotely from home. Since our April 1 launch, our flexible and scalable solutions have helped more than 350,000 Louisiana residents, with an average of 8,500 calls per week at a 97% answer rate per day.
Faced with unprecedented demand and future uncertainty in the healthcare industry during the COVID-19 pandemic, the Dallas Hospital District turned to Plexos Group to explore its possible funding options through FEMA Category B, the CARES Act, the HERO Act and other sources to cover mounting expenses for testing, PPE, budgeted staff and overtime. Led by a FEMA subject matter expert with 24 years of experience, Plexos is working side by side with the hospital district’s financial teams to secure funding advances and reimbursements, identify expenses to be captured and analyze models for staffing, supplies, and facilities associated with COVID-19 patient treatment.
Working in close collaboration with the Ocean County Health Department in Ocean County, New Jersey, Plexos rapidly launched call center services to support the county’s COVID-19 vaccination scheduling. Among our many mandates, Plexos is providing a team of dedicated call center agents to receive and manage calls Monday – Saturday utilizing standard call scripts and routing procedures approved by the Health Department. We also conduct daily standups to ensure all agents are current on any changes to the scheduling program, such as requirements concerning eligibility, availability, and program policies. To ensure quick ramp-up and agent readiness, Plexos provided training on the health department’s scheduling system and processes, HIPAA, and we provide standard policies which ensure agents have immediate access to program information and clear guidelines for resolution of issues and escalation procedures. We ensure our staff are trained in Customer Relationship Management. To date, our team is handling more than 1,600 calls per day, often handling 3,000 calls on any given day.
The Montgomery County Health Department in Montgomery County, Pennsylvania, tapped Plexos to launch call center services to support Covid-19 vaccination scheduling. Our dedicated call center agents receive and distribute calls Monday – Saturday using standard call scripts and routing procedures approved by the health department. We also conduct daily standups to ensure all agents are current on any scheduling program changes, such as requirements concerning eligibility, availability, and program policies. In addition, Plexos provides training on the health department’s scheduling system, HIPAA, Customer Relationship Management, and standard operating processes and procedures to ensure our agents are ready to work as quickly as possible. Our call center is currently handling an average of 600 calls per day with a maximum of 1,075 calls handled in any day.
