Solution: Personalized IVR
As the operations director for GBANK Health, LLC, a network of six Iowa-based pharmacies, including two LTC pharmacies, Roger Thompson, CPhT has faced his share of challenges. With the COVID-19 pandemic came staﬃng shortages, a decrease in reﬁlls, and fewer face-to-face interactions with patients — the most valuable way pharmacists can use their time. Meanwhile, phone calls to the pharmacy had increased. To address these challenges, Roger saw an opportunity to think outside the box.
After implementing Personalized IVR from EnlivenHealth®, the staﬀ at GBANK Health immediately noticed fewer call transfers from the IVR, going from 76 percent (while using standard IVR) down to 54 percent within the ﬁrst few months. This gave them more time for
meaningful in-store patient interactions and other revenue-generating opportunities. In addition, more prescriptions were being reﬁlled through the IVR system — as much as 53 percent of total reﬁlls for the pharmacy.