7 Benefits of Using an Integrated IVR System at Your Pharmacy
Posted on Feb 28, 2023
Using pharmacy management software helps to streamline many aspects of your pharmacy’s daily operations. You can also take advantage of other automation tools integrated with your software to make your workflow even more efficient. For example, many pharmacies use an Interactive Voice Response (IVR) system, which is an automated phone system that helps manage incoming calls. IVR systems route incoming calls through a pre-set service menu, enabling patients to quickly obtain the information they’re looking for, without requiring staff to answer each call. This way, pharmacies can automate answers to common inquiries, including store hours and refill requests. Plus, many IVR systems integrate with your existing pharmacy software. Not only does this help to streamline your pharmacy’s workflow, but you’ll also be able to provide better customer service too. Other benefits of an integrated IVR system include:
You can record a customized message that plays whenever someone calls into your pharmacy. Messages can be a simple welcome greeting or a chance to advertise a seasonal promotion or service, like flu shots. Plus, it’s easy to change your general message when needed.
Automatically Triaging calls
Once your general message has been set, you can also assign various functions to numbers on a keypad, instructing patients to select a button that matches the reason for their call. The IVR will then either provide them with the requested information or direct them to an appropriate staff member for more assistance.
With an IVR system, you can help eliminate a time-consuming task from your staff’s to-do list. When they’re no longer responsible for answering every call that comes in, they’ll have more time to focus on other, more important pharmacy tasks.
Having to continuously shift focus away from patient care to answer phone calls can be distracting and lead to errors. With an IVR system, your staff will be able to stay focused and be more productive.
Handling basic requests
Your IVR system can provide patients with general information (such as your store hours and location) and allow patients request refills. Plus, when you use an integrated IVR system, any refills requested will be sent to your refill queue automatically.
Providing Extended Access
Using an automated phone system means you can accept calls at any time, even after hours. This way, patients can obtain general pharmacy information or request a refill whenever it’s convenient for them and your staff will be alerted to any requests that came in overnight.
Automating outbound calls
IVR systems can assist with outbound calls too. Just like with customized greetings, pharmacies can utilize their IVR system to place automated ready for pickup alerts and appointment reminder calls, too.
BestRx offers integrations with several IVR vendors, including:
IVR systems often many benefits for your patients and your pharmacy. Contact us today to learn how your pharmacy can get more time back using one of our integrated IVR providers.