Humana adds Spanish to its IVR system

LOUISVILLE, Ky. Humana has launched a new Interactive Voice Response System that is designed to accommodate Spanish-speaking patients. This new system will offer pre-recorded voice responses that will gather and provide information as well as route calls to live customer service representatives, all in Spanish.

“Spanish-speaking members will now be able to more efficiently perform such tasks as request new identification cards, get a proof of insurance fax or make a health savings account withdrawal,” said John Brown, service vice president for Humana. “With this added functionality, Spanish-speaking members will have the same level of self-service and call routing offered to English-speaking callers.”

Humana offers additional self-service opportunities in Spanish through special IVR systems supporting the company’s Medicare products, RightSource prescription drug mail order, Nurse Advice and member spending accounts such as health savings accounts, personal care accounts and flexible spending accounts.