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EnlivenHealth’s New Personalized IVR Automates Patient Communications, Freeing Up Pharmacists’ Time

Many patients still rely on the telephone as their first option when communicating with their pharmacy. However, refilling a prescription via the telephone can be time-consuming and tedious for both patients and pharmacy staff.

EnlivenHealth’s new Personalized Interactive Voice Response (IVR) solution automates patient communications and frees up pharmacists to spend more quality time with patients, by way of the following key functions:

  • Securely authenticates patients – The solution automatically recognizes patients by their phone number and securely authenticates them using Dual-Tone Multi-Frequency (DTMF) technology to capture their birth date.
  • Automates 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.
  • Supports 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.

These expanded features create a frictionless pharmacy experience that drives stronger patient satisfaction and increased script growth.

“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.”

To learn more about Personalized IVR, read the full press release here.