Public health

Intelligent contact center solutions for public health programs

Scale. Specialization. Speed. Success.

We help government agencies deliver effective and compliant public health programs to their individuals. Our available contact center solutions include:

Inbound and outbound contact support (phone, IVR, chat, text, email, social media)
Program eligibility and enrollment
Benefit support and guidance
Contact tracing
Vaccine communication and coordination

Our scale and technology platform enable us to reach and communicate effectively with thousands of individuals daily, a vastly greater contact rate than what is possible with more traditional outreach methods.

Learn more about our technology platform >

Our differentiated experience and qualifications include:

Large enterprise scale

We are part of Navient, a leading business processing solutions provider with 4,000+ employees and a coast-to-coast footprint.

Deep expertise with sensitive health conversations

Respecting patients, protecting sensitive data, and following relevant regulations are fundamental to our HIPAA-compliant operations.

Tailored solutions

We build programs for each customer’s unique needs.

Rapid deployment

We activated high-volume call centers in as little as two business days for state governments during the COVID-19 crisis.

“In a matter of three weeks, Xtend was able to stand up a call center in support of our vaccine clinic efforts. For this five-month engagement, Xtend managed over 40,000 calls and 3,000 emails assisting our community on scheduling, canceling, and rescheduling appointments.”

— VP, Revenue Cycle, Cottage Health

Case study: COVID-19 vaccine coordination in New Jersey

We partnered with the New Jersey Department of Health on their successful vaccine coordination efforts, including multimedia campaigns targeting hard-to-reach, at-risk populations (i.e., church members in low-income areas; seniors; disabled; homebound; and Spanish-speaking groups).

Scale

Call center supporting 15 sites in 10 counties
2M calls to call center
830k calls answered by live agents
1.4M outbound dials
360k outbound texts
320k emails received
80k vaccine appointments scheduled

Success

Among U.S. states with 8M+ people, New Jersey ranked #2 for percentage of population fully vaccinated with their primary vaccination series.¹

¹ Source: covid.cdc.gov/covid-data-tracker/#vaccinationscdc.gov (as of 1/10/22)

Virtual contact
centers

Handling of
protected
health
information

Public outreach
programs

Data capture

Eligibility
determination

Noticing/
virtual
communications

Case study: COVID-19 contact tracing and vaccine coordination

We partnered with a Southeast state’s department of health to bolster the reach and efficacy of their contact tracing program. Our roles included:

Placing contact tracing calls to individuals who test positive and their close contacts
Monitoring / check-in calls with infected residents during their quarantine and recovery periods
Communicating lab results to individuals via phone, text, and email
Using the state’s online vaccination system, helping residents register, schedule vaccination appointments, and find additional resources