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).

New Jersey map


  • 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


  • 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: (as of 1/10/22)

Virtual contact

Handling of

Public outreach

Data capture



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