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CASE STUDIES

04

project management + clnical staffing - idph covid-19 call center

Bracane + Tier I Partner Call Center; Bracane staffed medical professionals for Tier 2 escalation.

Context

  • Statewide COVID-19 call center (2020–2023)

  • Tier 2 escalation requiring licensed medical professionals

  • High call volume and evolving public health guidance

Bracane Actions

  • Recruited and deployed MDs and nurses for Tier 2 support

  • Established dedicated PM oversight and coordination model

  • Implemented structured communication and documentation practices

  • Supported expansion to vaccination scheduling and FAQs

Back
Results

  • 30,000+ customer calls and emails annually

  • 95% of calls answered within 60 seconds

  • Average speed of answer under 30 seconds

  • Contract extended through 2023 due to demand

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