Ride Share Call Center Services for Public Health Access

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CCM Consulting Group

| Case Studies

Client: City of Detroit Health Department
Industry: Healthcare / Public Health
Location: Detroit, MI
Service Lines: Inbound & Outbound Call Center Operations | Workforce Management (WFM)

The Challenge

The City of Detroit Health Department needed a dependable call center partner to support a Ride Share program for pre-natal and post-natal medical appointments. The goal was to remove transportation barriers while maintaining fast response times, HIPAA compliance, and strong program oversight.

Our Solution

We delivered end-to-end Ride Share Call Center services, providing trained, HIPAA-compliant operators and full administrative support aligned with City requirements.

Our team:

  • Operated a dedicated Ride Share call center with extended weekday and Saturday hours
  • Maintained call wait times of three minutes or less
  • Scheduled, confirmed, and rescheduled rides electronically
  • Supported non-English speaking callers through interpreter services
  • Provided ride details via text message and documented all interactions in a HIPAA-compliant system
  • Partnered with Health Department staff on scripting, reporting, and continuous improvement

The Results

  • Reliable transportation access for pre- and post-natal healthcare appointments
  • Consistent service levels and reduced patient wait times
  • Clear visibility into program performance through structured reporting
  • Full compliance with HIPAA and City of Detroit standards
  • A scalable call center model supporting critical public health outcomes

Impact

By combining responsive call center operations with disciplined program oversight, we helped the City of Detroit Health Department improve access to care, strengthen accountability, and deliver a patient-centered transportation solution for the community.