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Personalized Interactive Voice Response (IVR) – A Breakthrough IVR System for Pharmacy

Allowing pharmacies to save time and focus on patient care.

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Better Manage Call Volume and Improve Pharmacy Efficiency and Script Volume Growth

With Personalized Interactive Voice Response (IVR) from EnlivenHealth®, our highly customizable cloud-based voice technology, you can improve the patient experience while enhancing workflow efficiency and growing your pharmacy business.

0%

of consumers prefer to use digital channels to communicate with providers1

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reduction in phone transfer rates, frees up pharmacists2

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of consumers desire personalization that demonstrates a deeper understanding of the individual3

EnlivenHealth® Personalized IVR

Our cloud-based IVR system for pharmacy increases efficiency by allowing patients to seamlessly navigate the pharmacy 24/7 via phone without speaking to a staff member. Using inbound recognition, patients are identified by phone number and securely authenticated using Dual-Tone Multi-Frequency (DTMF) technology to capture their birth date. The IVR solution then presents prescriptions ready for refill and any status updates on medications already in the refill process. This significantly improves the patient experience, promoting higher retention and script growth.

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Personalized IVR can help you:

  • Provide better communications by engaging with each patient in a highly personalized way
  • Reduce the amount of time your staff spends on the phone handling medication refills and answering basic questions like hours of operation and pharmacy directions
  • Free up staff to focus on personalized care that improves patient adherence and health outcomes
  • Deliver high-value, clinical services such as vaccinations and point-of-care testing

69% of pharmacists say administrative tasks interfere with providing patient care4

Key benefits include:

  • Increase Patient Retention – Personalized IVR provides a better experience by eliminating wait times via an automated phone system, which improves patient satisfaction ratings.
  • Improve Operational Efficiency – Automation frees up pharmacists to focus on high-value patient care that increases adherence and improves health outcomes. In fact, IVR can reduce phone transfer rates by up to 15%.5
  • Increase Revenue and Profitability – The Personalized IVR solution reduces administrative workload so pharmacists can practice at the top of their license and deliver value-added, higher margin clinical services.

Sources:
1. 80% of Patients Prefer to Use Digital Communication to Interact with Healthcare Providers and Brands, Dynata Consumer Survey, December 7, 2021, https://www.businesswire.com/news/home/20211207005040/en/80-of-Patients-Prefer-to-Use-Digital-Communication-to-Interact-with-Healthcare-Providers-and-Brands, accessed 2.16.22.
2. EnlivenHealth Data and Analytics, 2022.
3. 80% of Patients Prefer to Use Digital Communication to Interact with Healthcare Providers and Brands, Dynata Consumer Survey, December 7, 2021, https://www.businesswire.com/news/home/20211207005040/en/80-of-Patients-Prefer-to-Use-Digital-Communication-to-Interact-with-Healthcare-Providers-and-Brands, accessed 2.16.22.
4. Pharmacists Perspectives on Specialty Prescription Process, Surescripts Survey, April 2020, https://surescripts.com/docs/default-source/default-document-library/surescripts-specialty-pharmacy-data-brief.pdf, accessed 11.1.21.
5. EnlivenHealth Data and Analytics, 2022.

Improved Pharmacy Efficiency, Patient Retention and Script Growth Volume Starts Here

EnlivenHealth’s Personalized IVR solution will help you enhance the patient experience and boost retention, while increasing efficiency and growing your pharmacy business.

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