Managing a Disease Knowledge Base

At a DCA call center, an agent receives a call about monkeypox from a physician in Colorado. The agent creates a incident record to record the information that the physician reports, and includes a description of the patient’s symptoms and contact information for the physician’s office. The agent then searches the knowledge base for FAQs and a document to send the physician.

After reviewing the information with the physician, the agent discovers a question that the DCA’s current documentation does not address and opens a service request. The agent offers to call the physician back, and escalates the new question to a manager.

The manager contacts the epidemiologist to research the question. The epidemiologist updates the FAQ with the new information, and releases the new information to the manager at the call center. This manager posts the new FAQ information, and alerts the agent about the new information. The agent calls the primary contact at the doctor’s office, delivers the new information, and closes the request.