Surge Operations Call Center: Managing Capacity Through Innovation and

• 11/03/2022

Early during the COVID-19 pandemic, a newly developed Surge Operations Call Center (SOCC) averted overload in individual Central Ohio hospitals by directing patients to hospitals with available beds and staff. Key Points The SOCC, designed to load balance patients during emergencies to network hospitals according to bed and staff capacity, helped prevent hospital overload during the COVID-19...