From a process management perspective, results must be maximized, risks minimized, resources optimized and users satisfied through interconnected and systemically monitored activities. Thus, the objective was to describe and develop process management with a focus on quality, in an outpatient care service specialized in infectious and tropical diseases whose structuring and beginning of activities took place during the COVID-19 pandemic. To this end, action research was conducted (2018-2020) in which brainstorming and focus group techniques were used in the planning and action phases to capture perceptions from service leaders to structure the mission, guidelines, strategic lines, organization chart, to outline protocols and in the evaluation phase, a user satisfaction survey was carried out on the COVID-19 diagnostic service using Google Forms® with data analyzed in a descriptive way. In turn, the speeches of the leaders analyzed under a qualitative approach. The 25 protocols constructed were validated according to scientific evidence and applicability and supported training. Regarding the survey, 97 respondents were obtained (sampling error of 8%, reliability of 95%) who scored satisfactory and very satisfactory, ranging between 71% and 77% in the variables investigated, signaling the effectiveness of the activities developed, overcoming the challenges of limited resources and openness to the community during the pandemic.