Adjusting care delivery during COVID-19 As the initial response to the coronavirus spread across the U.S., healthcare systems and facilities remained focused on providing care for all patients in the safest way possible. Doing so has systematically changed healthcare delivery and how healthcare organizations manage their operations. The U.S. Center for Disease Control (CDC) issued guidance for healthcare organizations as they plan for and respond to COVID-19. One of their recommendations encourages organizations to review their pandemic plan and ensure it incorporates remote work-from-home policies. For healthcare organizations, the contact center (operator services) is often the first point-of-contact for patients. Understandably, it has been among the first services to adjust

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