Abstract
On Saturday evening, March 14, 2020, third- and fourth-year medical students at the Ochsner Clinical School (OCS) received an urgent email from their school administration: Due to the growing COVID-19 pandemic, there have been over 1,500 calls to the Ochsner Call Line with over a 3-hour wait time
Highlights
The idea for a student-run call center was born when the Ochsner Clinical School (OCS) administration, led by Leonardo Seoane, MD, FACP, Senior Vice President and Chief Academic Officer; G
Samantha Archie from the Ochsner Access to Care Division was present in the call center Monday through Friday to provide technical support, ranging from call station functions to electronic medical record system (EMR) navigation
Mark Green of the Patient Engagement and Outreach Division coordinated data aggregation for the call center and acted as liaison between the student leadership and Ochsner call center management. These members of the Ochsner call center team provided the necessary experience and expertise as the medical students familiarized themselves with the call center workflow
Summary
The idea for a student-run call center was born when the OCS administration, led by Leonardo Seoane, MD, FACP, Senior Vice President and Chief Academic Officer; G. Ochsner medical students supported the nurse triage call line 12 hours per day (8:00 am to 8:00 pm), 7 days per week, from March 17 through April 26.
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