Omaha-based Nebraska Medicine is one of the state’s largest healthcare systems, with an extensive network of nearly 40 specialty and primary care health centers. Its mission is clear: lead the world in transforming lives to create a healthy future for all people and communities through premier educational programs, innovative research, and extraordinary patient care. The organization has been named best in state by U.S. News & World Report for nine years in a row and has also been listed as one of the top 100 hospitals in America by Becker’s Hospital Review. With this recognition based in part on patient surveys, they view their most valuable asset as the healthcare professionals who provide extraordinary patient care each and every day.
The CDC turned to Nebraska Medicine as a first-line leader in the fight against COVID-19, relying on them for the care of rescued Americans returning home from China at the onset of the outbreak as well as when the situation began to escalate in the U.S. With heightened uncertainty, hunger for information, and the sheer volume of misinformation being shared in the world, the hospital knew it had to prepare for unprecedented increases in call volume from the community. Using Avaya OneCloud Communications Platform as a Service (CPaaS), it was able to quickly deploy a smart, cloud-based conversational platform to help prioritize essential calls and reduce stress on customer service agents and other internal resources while continuing to deliver extraordinary patient care.