Doctors discussing patient report.

Close Patient Communication Gaps with Automated IVR Solutions

Effective communication is the heartbeat of almost all industries, none more so than healthcare. It improves patient satisfaction, influences treatments and outcomes, reduces errors, and lowers costs. According to one study, hospitalized patients facing communication barriers are three times more likely to undergo a preventable adverse event.

So, how can you improve this all-important element of your practice? One method is to implement an automated medical answering service.

These automated healthcare solutions direct callers to the necessary information or trigger routing to the appropriate personnel. When programmed correctly, they save time, reduce costs, and enhance the overall patient experience.

Automated interactive voice response (IVR) enables callers to receive or share information without speaking to a receptionist or after-hours medical answering service. They navigate through the system using their voice or keypad. Thanks to today’s advanced technology, many callers can resolve their queries using the system or, if not, escalate to a live assistant.

Some common inquiries resolved through this system include scheduling appointments, refilling medications, obtaining insurance details, and paying bills.

Medical professionals reviewing patient data.

Cut Costs with Efficient Call Handling

Efficient call handling with an automated medical answering service frees your staff to focus on the higher-priority calls that can’t be resolved by navigating the IVR system. By providing self-service options, it reduces staffing needs and associated tasks.

Step Inside: Understanding Our IVR System

If you’ve ever made a call and found yourself on an IVR system, you know how its formatting makes a significant difference. Ensuring a positive potential or existing patient experience requires a seamless flow, with questions and answers that direct them to their exact needs.

Should they need to speak to a live person, the automated medical answering service allows them to easily direct their call to the correct department, our medical virtual receptionist, or nurse triage service.

At notifyMD®, our IVR system directs the caller through a series of prompts specifically designed for your practice. Each prompt gets them closer to the information they seek. At any time, should they decide to speak to a representative, the system transfers them to office personnel or our virtual assistants.

Customized On-hold Messaging

Placing patients on hold is a necessary part of any medical practice. It occurs when your staff is on the phone and another patient calls or when they need to obtain additional information before answering a question or concern.

You can use this time to share information with the caller through customized on-hold secure messaging. Medical practices use this capability for patient education, services offered, office hours, address and directions, and practitioners’ areas of expertise.

Experience the Advantages of Automated Caller Support

Automated caller support benefits you, your staff, and your patients.

  • Improves Patient Experience: Instead of calling in for simple requests, such as an appointment or prescription refill, and finding themselves on hold, patients can use the IVR system for immediate assistance. This assistance is available 24/7/365.
  • Lowers Operational Costs: An automated medical answering service reduces costs by automating routine customer inquiries. This enables your team to focus on patient care and more complex concerns. Additionally, these automated healthcare solutions can handle multiple calls simultaneously, reducing the need to hire more staff to keep up with high call volumes.
  • Manages Appointments: Patients can schedule or cancel appointments and receive reminders.
  • After-Hours Support: Patients can access information even after hours and can be routed to a virtual assistant if they need to speak with someone.
  • Improves Operational Efficiency: Instead of using their time answering basic questions or scheduling appointments, your office staff can address issues and tasks that require a personal touch.
  • Enhanced Reputation: A well-designed IVR enhances patients’ views of your practice, sending them a message that you value their experience and time.

Reduce Operational Mistakes

When your staff is overwhelmed with incoming calls while attempting to help in-person patients, the pressure can lead to mistakes. Whether routing incoming calls to the wrong department or failing to take accurate patient notes, these operational errors can have long-term effects.

At notifyMD®, our user-friendly, HIPAA-compliant answering service records and archives calls, saving essential data. When requested by the caller, it immediately transfers them to a virtual receptionist or on-call provider.

Today’s healthcare automation solutions are far different from those of their predecessors. At notifyMD®, we utilize the latest technology to enhance the patient experience, ensure timely communications, and reduce the pressure on office staff. The result is a well-tuned practice operating at peak performance.