I can definitely see that happening. The problem is probably that they told her to "call the hospital", rather than give her the name and number of a specific person who had personal knowledge of her involvement with caring for the priest who had Ebola, and who could activate the processes for isolating and testing her.
That may be true. She called the employee health services first; I don’t know if they didn’t pass it along to the other people or if perhaps that was who they had told her to call.
I think it may have been a weekend, also, never a good thing in a bureaucracy. If the weekday people are dysfunctional, the weekenders seem to be barely operative.