Significant call volume leading to frustrated patients waiting longer to get answers
Difficult to hire new staff
Current State Assessment
How is the setup for current phone system (PBX)? New Patients Press “1” → Scheduling team Existing Patients Press “2” Medication Refills Press “3” 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 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? Connect to the receptionist What to bring to the appt (w/SMS)? During business hours - when everyone is tied up? Offload certain key chores
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