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.