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IVR Process

Problem:

Significant call volume leading to frustrated patients waiting longer to get answers

Difficult to hire new staff

How is the setup for current phone system (PBX)?

Are extensions setup

New Patients Press “1” → Scheduling team

Existing Patients Press “2”

Medication Refills Press “3”

Lab Results Press “4”

Is the current phone system VoIP?

How many people work in the office and location?

What are the call volumes for your practices?

Are there dedicated teams for phone forward for each function? examples below

Scheduling

Medical Assistants

What PBX system does your office use?

Do you have a technical person who manages the PBX to add/manage extensions?

Do you use centralized PBX for all locations?

What are your goals with IVR?

Existing patients

Upcoming Appt

Schedule an Appt

Medication Refill

Lab request

All Patients

Directions

Hours

Connect to the receptionist

What to bring to the appt (w/SMS)?

During business hours - when everyone is tied up?

After hours

Offload certain key chores

Consult Request

Medication Refill

Lab request

General question

FAQs - Directions and Hours of Operation

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