San Francisco Health Plan’s (SFHP) mission is to improve health outcomes of the diverse San Francisco communities through successful partnerships. Supporting the needs of our provider network Covid-19 Menu of Services SFHP SFHN Testimonials Covid-19 Case Study is central to our mission. SFHP partnered with a Bay Area vendor, Tactical TeleSolutions, Inc. (TTS), to provide a multi-lingual call center. SFHP and TTS were able to recruit and train the call center staff in under three weeks to provide the much-needed support to the SFHN network for COVID-19 vaccinations.
SFHP partnered with the SFHN network by providing a multi-lingual call center to help the community navigate the web-based scheduling systems and by launching successful interventions to vaccinate diverse communities via social media, text messaging, robo-calling, letters, and direct operator calling to ensure that all members of our community have free and fair access to the COVID-19 vaccinations in San Francisco County.
Services Provided to SFHP
- Covid-19 Customer Service Vaccination
- Renewals Calls
- ESR Calls
- MRA Calls
- Well Visit Reminders
- Pap Smear Reminders
- Hypertension Reminders
- Diabetes Reminders
- Asthma Medication Calls
- Monitoring Persistent Medication
- Diabetes HEDIS Pursuit
Covid-19 Menu of Services
- Tactical TeleSolutions (TTS) has partnered with San Francisco Health Plan since 2004.
- TTS is a multilingual vaccine scheduling hotline as well as, cold calling, outreach to the SFHP population, focusing on educating vaccine hesitant regions by low income and demographics.
- TTS is handling high volume as well as long talk time inbound and outbound calls.
- TTS provides immediate, real-time feedback to SFHP Executive Team, along with recommendations for improvement, and proactive ways to handle sensitive members.
- TTS is fast, flexible and can change focus or direction immediately.
- Inbound Support for Covid-19 Vaccine Registration, calls may be a response to letters, texts or VMs left by our team.
- Cold Calling for Covid-19 Vaccine Registration inviting unvaccinated members to get vaccinated.
- Booking Appointments at locations around San Francisco for the Covid-19 Vaccine and Boosters.
- Keeping records of all the data transactions and providing this back to SFHP on Daily and Weekly Intervals as well as special reports.
- Vaccine hesitancy has been an ongoing and major issue but with our continued follow up and monthly checks ins, we have impacted thousands who are ready to get vaccinated after showing continued resistance. We are continuing to provide resources and education to these communities that convert declining members to vaccinated members.
- San Francisco Health Plan is the #1 Medi-Cal Managed Care Plan for COVID-19 Vaccinations in the state of CA. As of 4/10 CAIR Date, 79% of members completed their first dose thanks to TTS.
“Public health care delivery systems have played a vital role in the vaccine response for low-income, diverse communities. The state of CA has relied upon high-technology methods of engaging the public to get vaccinated, potentially causing a barrier to access to care for lower income communities. We believe that SFHP can help to remove these barriers and provide alternative ways to provide access to vaccines via our multi-lingual call center and direct outreach approach to the low-income, diverse communities in San Francisco.”
“We have been gratified to do our part to assist the dedicated staff at the City’s vaccine sites and clinics with the vaccine effort. Our focus has been to provide appointment scheduling help to the vital In-Home Support Service workforce and vulnerable populations that may not have access to the internet’s appointment scheduling systems. Our staff and the call center have heard our SFHP members and IHSS workers tell them how much they appreciated their help with getting vaccinated. Our partners in the City have been impressive and we have been proud to be a part of the effort,”
What Makes Us Unique
- Management Team – 171 years experience
- Scheduled appointment setting (Outbound)
- Outbound Cold Calling
- Advanced customer support service (Inbound)
- Flexibility to pivot from one project to another, as
needed (scale up or scale down at will)
- Ability to handle simultaneous projects
- All call agents in the US-no off-shore
- Build-to-suit custom campaigns
- 100% client transparency/ROI
- Multilingual – all languages available
Tactical TeleSolutions (TTS) Overview and Certifications
Tactical TeleSolutions, Inc is a privately held high-end, phone-based inbound and outreach firm founded in 1991. We provide boutique services and custom campaign design targeting finance, insurance, healthcare, medical device, government, education, high tech/telecom, retail and other industries for inbound support, outbound lead generation/executive appointment setting, survey/market research/event registration, database design, advanced CRM management, list compilation and analysis. English and Multilingual staff available.