EnlivenHealth, a division of Omnicell, is debuting a personalized Interactive Voice Response technology solution that automates patient communications and frees up pharmacists to spend more quality time with patients.
As the first release of EnlivenHealth’s new omnichannel communications platform, Personalized IVR enables patients to seamlessly engage with the pharmacy via telephone without ever having to speak to a staff member.
Personalized IVR is a software-as-a-service inbound recognition system that authenticates callers and delivers them to the correct pharmacy workflow. The solution leverages EnlivenHealth’s deep clinical expertise and advanced data analytics capabilities to provide a seamless, convenient, and personalized patient experience, the company said.
Personalized IVR allows users to:
- Securely authenticate patients – The solution automatically recognizes patients by their phone number and securely authenticates them using Dual-Tone Multi-Frequency technology to capture their birth date;
- Automate prescription refills – Patients are presented with prescriptions ready to be refilled and any status updates on prescriptions already in the refill process. No need for patients to type in their prescription numbers, making the entire process easy, fast, and convenient.
- Support 24/7 responsiveness – By minimizing the time staff spends on the phone answering questions about refills, pharmacy directions and hours of operation, pharmacists can practice at the top of their license, providing revenue-generating clinical services.
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These expanded features create a frictionless pharmacy experience that drives stronger patient satisfaction and increased script growth. Studies have shown that better patient engagement and communications produce measurably better patient adherence and health outcomes. The result is increased patient retention, improved quality scores, and higher revenue growth and profitability for pharmacies, according to the company.
“Better patient engagement is critically important to not only improve adherence and patient retention but also deliver significantly stronger pharmacy business results,” said Danny Sanchez, vice president and general manager of EnlivenHealth. “Personalized IVR leverages innovative digital technologies to drive material gains in patient engagement by automating and optimizing patient/pharmacy communications. Equally important, our new communications platform helps pharmacies to streamline their workflows, freeing up pharmacists to get out from behind the counter to interact directly with patients. This gives pharmacists more time to spend on delivering value-added services such as vaccinations and point-of-care testing that improve patient health outcomes while also driving script growth.”