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. As part of our training, 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.