Letter to clients regarding COVID-19 surges:

Telemedicine was designed to safely facilitate rapid clinician response to unexpected and challenging events. As the largest acute care telemedicine company in the U.S., with a geographically-dispersed team of specialists and a flexible, remote workforce, we are prepared to support you, your providers and your patients as you lead the country through the COVID-19 pandemic.

We are carefully monitoring and considering advice from all of our health care partners, the World Health Organization, the Centers for Disease Control, the U.S. Department of State as well as local government and health officials in the communities where our employees live and work.

As you examine your strategies, plan, and prepare we wanted to proactively share the information below in support of those efforts. We will continue to assess our plans and share relevant updates as warranted.

72-hour Implementations

For those health systems looking to rapidly implement telemedicine or expand their telemedicine programs, SOC has activated RACER (Remote Acute Care Emergency Response)―an emergency response implementation protocol that allows us to enable telemedicine for your enterprise using your providers in 72 hours. If you anticipate the need for a RACER implementation, please contact your Client Success Executive as soon as possible. More information on this program will be shared via webinar on Thursday March 19 at 12:00 PM EDT / 9:00 AM PDT. For more information and registration, click here.

Preparing for Surges in Demand

We anticipate significant surges in consult demand. As a result, our neurology, psychiatry, and intensivist leadership teams have engaged in proactive strategic preparedness conversations to effectively increase availability and secure additional hours in the event of volume surges. We are also proactively cross training employees to ensure process coverage across all departments from a human capital perspective.

Employees, Travel and Remote Work

As a telemedicine provider, we understand and believe in the power of remote work. All of our clinicians and many of our associates are already full-time remote employees. In order to further reduce associate density in the office, we have expanded our remote work guidelines and are now recommending that all associates, whose roles allow them to do so, begin working from home immediately. We have also asked our client support teams and regional vice presidents to restrict travel and transition to virtual business meetings whenever possible.


SOC’s cloud-based telemedicine platform is designed with a high degree of redundancy and geographic fall-over capabilities to reduce and eliminate service disruptions. We require the same degree of redundancy, data security and performance of all of our operational partners. We maintain policies and procedures for responding to emergencies and natural disasters including a business continuity and disaster recovery plan.

Our executive-led COVID-19 Task Force meets daily to monitor how the situation is evolving and react accordingly.

Your patients, your providers, and your ability to continue to deliver outstanding care are your top priorities and we are here to support you. Should you have any concerns, please do not hesitate to reach out to us directly.


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