Personalized IVR Automates Inbound Pharmacy Communications, Reducing Phone Interruptions by Up to 15% and Enabling Pharmacists to Focus on High-Value Clinical Services
RALEIGH, NC (February 14, 2022) — EnlivenHealth®, the retail pharmacy solutions division of Omnicell, Inc., today announced that its recently launched patient engagement solution, Personalized Interactive Voice Response (IVR), is achieving strong customer results, including a Midwest community pharmacy that reduced its phone transfer rates by 15 percent after implementing the new technology. Personalized IVR is a digital technology solution that automates patient communications and streamlines pharmacy workflows, that is intended to free up pharmacists to provide high-value clinical services that can improve patient health outcomes and drive revenue growth for customers.
We believe reducing the administrative workload of pharmacists is more critical than ever given the staffing shortages that are currently challenging retail pharmacies. According to a recent survey from the National Community Pharmacists Association (NCPA), nearly 70 percent of community pharmacies are struggling to find staff. The COVID-19 pandemic has appeared to significantly increase the already daunting workload of pharmacies, leading to staff burnout and ultimately, resignations.
EnlivenHealth’s Personalized IVR is designed to help mitigate staffing shortages by reducing time-consuming administrative tasks and enabling pharmacists to practice at the top of their license. Personalized IVR, a cloud-based voice technology, authenticates callers and provides immediate automated assistance, which is expected to minimize the time pharmacy staff spend on the phone answering questions about medication refills, pharmacy directions, and hours of operation.
“Our mission is to build and orchestrate advanced digital solutions that enable our pharmacy partners to focus on what really matters most – improving patient care and health outcomes,” said Danny Sanchez, senior vice president and general manager of EnlivenHealth. “We are very pleased with the initial, real-world results of our new Personalized IVR solution and we believe it will help ease the growing pharmacy staffing shortage by reducing the constant interruptions that can keep pharmacists from focusing on patient care.”
To learn more about EnlivenHealth’s Personalized IVR solution, download the solution brief.
EnlivenHealth builds advanced patient engagement, financial management and population health technology solutions that enable retail pharmacies and health plans to measurably improve the health of their patients and members, while ensuring the long-term health of their business. With the recent acquisitions of FDS Amplicare and MarkeTouch Media, EnlivenHealth now offers the industry’s most comprehensive suite of SaaS technology solutions that help retail pharmacies and health plans to transform and thrive in this new era of digital-driven healthcare. Currently, more than 50,000 retail pharmacies nationwide deploy EnlivenHealth/FDS Amplicare/MarkeTouch Media technology solutions. EnlivenHealth is a division of Omnicell, Inc. (Nasdaq: OMCL), a leading provider of medication management solutions and adherence tools for healthcare systems and pharmacies. To learn more, visit EnlivenHealth.co.
Marketing Manager, EnlivenHealth®
Certain statements contained in this press release relate to the expected benefits and objectives regarding EnlivenHealth’s products and services, including the Personalized Interactive Voice Response (IVR) technology (and any implied financial impact in connection with the foregoing). These statements are “forward-looking statements” within the meaning of the Private Securities Litigation Reform Act of 1995. Actual results and other events may differ significantly from those contemplated by forward-looking statements due to numerous factors that involve substantial known and unknown risks and uncertainties some of which are beyond our control. These risks and uncertainties include, among other things, (i) risks related to the ongoing COVID-19 pandemic (including new variants of the virus), (ii) Omnicell’s ability to take advantage of growth opportunities and develop and commercialize new solutions and enhance existing solutions, (iii) continued and increased competition from current and future competitors in the medication management automation solutions market and the medication adherence solutions market, (iv) unfavorable general economic and market conditions or reduction in demand for our solutions, (v) risks related to Omnicell’s investments in new business strategies or initiatives, including its transition to selling more products and services on a subscription basis, (vi) any disruption in Omnicell’s information technology systems and breaches of data security or cyber-attacks on its systems or solutions, (vii) Omnicell’s ability to meet the demands of, or maintain relationships with, its institutional, retail, and specialty pharmacy customers, and (viii) other risks and uncertainties further described in the “Risk Factors” section of Omnicell’s most recent Annual Report on Form 10-K and subsequent quarterly reports on Form 10-Q, as well as in Omnicell’s other reports filed with or furnished to the United States Securities and Exchange Commission (“SEC”), available at www.sec.gov. Forward-looking statements should be considered in light of these risks and uncertainties. Investors and others are cautioned not to place undue reliance on forward-looking statements. All forward-looking statements contained in this press release speak only as of the date of this press release. Omnicell assumes no obligation to update any such statements publicly, or to update the reasons actual results could differ materially from those expressed or implied in any forward-looking statements, whether as a result of changed circumstances, new information, future events, or otherwise, except as required by law.