IVR (Interactive Voice Response)       

IVR is an interactive voice response solution that integrates with the Abacus Pharmacy  management system and automates telephone call handling by routing refills into your pharmacy software. It provides customers and physicians with 24-hour access to pharmacy services. 

IVR manages the pharmacy’s incoming calls, enhancing the pharmacy workflow and enabling pharmacists and staff to spend more time serving their patients. By reducing interruptions, IVR allows pharmacy staff to increase the level of service they provide their patients while also being more productive.

Everyone who comes into contact with your pharmacy benefits from IVR. Using IVR, patients can order prescription refills, get basic pharmacy information or speak to the pharmacy staff for personal assistance. Physicians can order prescriptions, authorize refills or speak directly with the pharmacists. IVR even recognizes your regular and holiday hours so patients aren’t trying to come in for their prescriptions when you aren’t there.

The use of IVR services is quite prevalent in the healthcare industry. Because of the urgency of many situations that arise in this industry, it is necessary to facilitate response both quickly and efficiently allowing patients to refill their prescriptions 24/7 over the phone or on the internet.

IVR is a refill solution that manages your pharmacy's incoming phone calls. The IVR is designed to meet individual pharmacy needs based upon the features desired and your existing telephone equipment.  

IVR FEATURES

• 24-hour access to the pharmacy for refill requests and status checks.
• Automatic processing of patient refill requests, queued directly to the Pharmacy System, through telephone and Internet.
• Automated faxing of doctor authorization requests.
• Automatic notification to the customer when the prescription is available for pick up.
• Dynamic Refill/Workload Scheduler
• Prescription Pickup, Delivery or Mail Option
• Voice Mailboxes for Customers and Doctors (refill approval and new scripts)
• Doctor Fax Forwarding
• Doctor Call Priority
• Caller ID
• Unique Greetings Based On Telephone Number Dialed
• Flexible Greetings and Prompts To Fit Pharmacy Requirements
• Telephone System Interface
• Auto Attendant
• System Prompt Override
• In-Store Paging Compatibility
• Music on Hold Connectivity
• Refill Statistics and Call Traffic Reports
• Remote Access
• Multiple Languages
• Call Queuing

MODULES AVAILABLE

ExpressCall-Rx^TM delivers a positive impact on patient compliance while at the same time drives business into the pharmacy. This cutting edge solution provides automated outbound calls to patients for any one of many reasons i.e. refill reminder / compliance calls, will-call reminders, clinic announcements, thank you for your business message and more. Available call reports provide proof of success!

DirectLink-Rx^TM automates the refill ordering process from any long-term care facility. This solution allows a nurse or other facility staff member to, 24 x 7, place multiple prescription refills / reorders and within minutes receive a faxback confirming each prescription number has been submitted to the pharmacy's work queue. This low cost integrated solution provides convenience and accountability for both the LTC facility and pharmacy staff members. (Standard interface required)

Tele-Fill / IVR^® provides convenience to pharmacy customers and relief for the staff. Using the key pad on their telephone, callers can place prescription refill orders - anytime day or night. Tele-Fill verifies the prescription number and refill availability. The caller hears a friendly confirmation that their order has been submitted.

Attendant-Rx^TM is for those pharmacies that want to provide customers and doctors with the convenience of an automated attendant answering system, giving callers a full menu of options such as; listen to store location and hours or promotions, place a refill (Tele-Fill module required), transfer to different departments, give specific doctor options and much more. Free up your pharmacy staff to help more customers today!

Quick-Link^® streamlines the pharmacy work process by giving all staff members, whether technician or cashier, a fast and easy way to handle refill requests. Using Quick-Link's touch screen, refill orders from walk in, drive thru or customers calling on the phone, can be securely submitted directly to the pharmacy system work queue. As one of our pharmacists said: "It's a step saver, now we don't run around looking for an available terminal. It works great at both my front cash and drive-up."

Refill Assistant^TM increases customer satisfaction by offering an alternative to waiting in line to place a refill order. With this self-service touch-screen, customers enter their prescription number and then see a verification message that their order has been submitted to the pharmacy. Refill Assistant can be placed anywhere in the pharmacy or any remote location that is connected to the pharmacy's network.

Rx-Pickup^TM functionality has now been incorporated into the ExpressCall-Rx feature module. (See above.)

WebFill-Rx^TM maximizes your pharmacy's online presence with integrated refill webpage. Online requests are submitted to the pharmacy system work queue and the patient receives a confirmation email within minutes. If Doctor authorization is needed, an authorization fax can automatically be sent - day or night.