Case Study
DHCF Critical Health Services
1-page Case Study | Real-world results | Learn how DC’s DHCF scaled to 20,000 monthly calls during COVID-19 to connect residents with critical health and financial aid.
What You’ll Learn
DC’s DHCF rapidly deployed call center support to assist residents applying for COVID-19 relief.
- Fast Launch: Onboarded dedicated agents within four weeks.
- Flexible Staffing: Local and remote hiring expanded capacity.
- Application Help: Guided callers through digital aid platforms.
- Results: Resolved 20,000 calls monthly with high satisfaction.
External call handling provided rapid emergency scale, ensuring residents received timely health and economic aid.
The Case Study
Industry: Government Healthcare
Timeframe: 2020-2022
Client: Due to the COVID-19 pandemic, DHCF faced a surge in requests for food, medical and financial assistance
Onboarded dedicated emergency support within 4 weeks, resolving 20,000 calls per month.
The Client
The District of Columbia’s Department of Health Care Finance is DC’s state Medicaid agency. It envisions a state in which all residents have the support and services they need to be actively engaged in their health and to thrive. The agency’s priority is to build a comprehensive and equitable health system for all of DC residents.
The Challenges
In the spring of 2020, the District of Columbia was inundated with calls due to the economic disruption caused by the onset of the Covid-19 pandemic. The District pushed up the launch of a new app to request remote assistance and had to support a higher than usual volume of inbound calls from residents. These people needed over-the-phone guidance in applying for food assistance, Medicaid and temporary financial assistance.
Some using this app needed to be walked through the process over the phone. The demands stressed the city’s existing Department of Healthcare Finance call center and brought about the need for more agents, infrastructure and support.
The Solution
From June of 2020 to January of 2022, AnswerNet and the DC Department of Health Care Finance worked together to serve the needs of thousands of residents. In just four weeks, AnswerNet was able to work with DC’s existing infrastructure and tech to implement new campaigns and onboard dedicated agents ready to thoroughly assist callers in need.
Along with successfully deploying a team of remote agents, AnswerNet also worked within the DC area to recruit locally for this project. Once fully operational, AnswerNet resolved an average of 20 thousand calls per month!
The Result
The Department of Health Care Finance was delighted with AnswerNet’s performance, calling AnswerNet a “top notch team of professionals” who “met every goal set for them and then some.” Residents showed a higher level of satisfaction with DC’s Health Care Finance call center after joining forces with AnswerNet.
By acting quickly to implement, more residents were served. By performing with dedication and attention to detail, more residents were satisfied.
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