CHRISTUS Health turned to us to proactively reach out and check in with its clinicians and nursing staff, offering them comfort, counseling, and support at the height of the pandemic, leading to greater employee morale, loyalty, and retention.
The realities of providing care in a crisis heavily impacted its staff.
CHRISTUS Health needed a confidential, supportive method to address associate resiliency.
CHRISTUS Health leaders noticed a lot of staff were not using their Employee Assistance Program (EAP) free counseling benefits.
The organization also realized its EAP was not setup to perform a high volume of outbound calls.
All inbound calls were outsourced to Carenet.
Carenet's specialty trained agents performed the outbound calls.
Providing comfort and when needed, a referral to the EAP and/or warm transfers to CHRISTUS Health chaplains, were the goals of the program.
Carenet made more than 2,000 associate calls.
Agents spoke with 400 people.
100 inbound calls were also received.