Automated Interactive Voice Response (IVR) technology is proving to be a feasible solution to ease customer service and payment procedures in healthcare firms under great pressure to do more with fewer staff. Those in charge of the healthcare company think IVR service will be utilized more in the future to simplify processes.
Interactive voice response (IVR)How can Cloud Telephony Help your Call Center is a kind of automation that allows callers to conduct self-service, interactive conversations using only their voice or the phone’s keypad. Because of this technology, fewer calls will need to be routed to a human, and consumers will be able to perform essential transactions more quickly and safely.
In-Voice-Request (IVR) Technology in Healthcare: Why It Matters
Hospitals, healthcare systems, physician groups, and medical billing firms have all achieved success with early installations of IVR calling system automated technology despite the healthcare industry’s traditionally slow embrace of new technologies.
The main advantage of IVR service for healthcare organizations is that clients may pay their healthcare providers over the phone anytime they want, seven days a week, without speaking to a live agent. A healthcare practitioner may:
- Bring in extra money
- Confidentiality of patient information
- Reduce overhead costs, such as payroll.
Patients may examine their current account balances and other information in real-time. Certain software vendors, like Epic Systems, give real-time access to authenticate a caller, present a balance, hear about recent account balances, recent payments, payment plan data, and make a payment. After calling Epic, a patient may check their account status on the Epic MyChart patient portal within minutes. The IVR service in Epic may also show up-to-date pay information.
Certain IVR calling systems feature a HIPAA-compliant text chat option for phone-averse customers. In certain cases, a vocal conversation is unneeded since text chat would suffice. A billing representative can manage many text chats at once, but only one voice call. This boosts efficiency and the number of patient inquiries a single salesperson can address.
Because healthcare firms often have fewer workers working from several locations, automating typical operations using IVR service helps them save time and get more done. To better assist their consumers, live agents may work from home or stay in the office to give direct treatment to patients.
What the future holds for IVR and its further growth
In an ideal world, the IVR calling system would be so advanced that callers would never have to speak to a person. This would save time and money.
More accurate voice recognition and safer text chat alternatives will enhance IVR calling systems in the future. IVRs will soon be able to pick up on a speaker’s tone, accent, and other details as voice recognition technology improves. Phones with keypads for inputting touch tones won’t go away, but they’ll be utilized less.
Within five years, IVR systems will be able to piece together a patient’s situation before they call their doctor. If a user was recently on the patient portal looking at their balance, the system may respond, “I saw you were there.” Could you make a payment right now? Because of these qualities, service times will reduce while efficiency grows.
There will be a need for live agents to handle more sophisticated assignments, but greater IVR integration will allow for better handoffs. It will be more effective for both sides of the IVR to collect as much information as possible for the live agent before the call is transferred. This would prevent callers from frequently providing personal information during a single interaction.
Those who prefer texting over phone calls may find this technology useful. Instead of placing patients on hold one by one, agents may text with several at once.
Measuring IVR performance is key.
With the quick evolution of IVR service comes the necessity to constantly monitor system performance to ensure a seamless caller experience.
Because IVR calling systems are adaptable, they may be modified to offer the fastest, most exact replies to a range of questions. Make modifications proactively or in reaction to KPI reviews.
An IVR system’s performance may be gauged by monitoring critical metrics such as the proportion of callers who can verify their information, make payments, and avoid being routed to a live person. An additional secondary metric to consider is the percentage of calls received outside of normal business hours and on weekends; if this figure is significantly lower than 20%, we suggest double-checking the after-hours phone transfer to ensure it is properly worded and functioning, and making sure patients are aware of the IVR’s 24-hour availability.
If undesirable patterns occur in these metrics, it may be required to undertake a full IVR Review and investigate the IVR Calling system Flow as a whole to find the root of the problem.
1-800 Notify is a communications business that designed an IVR payment system for hospitals and clinics. Without a person, our automated system can check a patient’s identity, give them their account balance, and take payments. 1800 Notify supports the production and dissemination of automated, HIPAA-compliant appointment reminders for patients and IVR calling systems. 1-800 Notify clients in the US have observed an increase in patients turning up for booked appointments, a steady stream of wellness checks, and more open channels of communication with
Wrapping It Up
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