Unleashing the power of IVR:The future of healthcare communication

IVR is an efficient tool of voice processing technology and cloud-based internet calling that uses a touch-tone phone to connect a person to a computer database. 

The IVR system prompts callers to give commands by speaking or dialling numbers to ask questions and request information using pre-recorded audio files, automating various services.

Learn more about IVR and its groundbreaking technology for providing excellent customer support in our previous article, Improving Patient Experience with IVR: A Complete Overview.

The uses of IVR in healthcare are many. Users can modify computerised data with advanced IVR solutions. Below are some resourceful uses for healthcare administration tasks after using IVR systems:

• Serve more customers

• Reduce waiting time for patients 

• Create insurance information

• Send OTPs, and receipts, and provide payment options

• Reduce operating costs

Advantages of using IVR systems in the Healthcare Industry

• IVR allows users to enter information and retrieve it from a computer database via a touch-tone telephone. This improves the hospital's professional image and gives callers a good "first impression"

For example, 

When an existing customer wants to reschedule or book a new appointment, the IVR detects the registered mobile phone number and sends a link to proceed instead of asking for details again.

• It also helps hospitals increase efficiency, production and profitability through automation while providing reliable patient care around the clock.

For example, 

Automated SMSs and call routing.

• A user-friendly IVR solution improves patient accessibility and satisfaction by providing accurate and trustworthy information on a variety of topics and making data easily accessible for analysis using customised, individualised scripts.

• When specifically asked, IVR connects customers with live agents. All physicians from typical customer encounters, including requests for information.
• This allows hospital staff to focus on more pressing administrative issues that require human involvement and personal attention, increasing productivity and reducing interruptions and workload.

• IVR also increases efficiency by allowing hospitals to operate 24 hours a day without having to hire additional staff. A voice-assisted interface allows for faster and easier navigation and provides convenient services for callers.

• By reducing queues and the number of abandoned calls, patients are less likely to receive busy signals or unanswered calls.

• The more comfortable patients become with the system, the shorter the average call duration, which in turn reduces the cost of telephone service.

•  Errors and administrative support required for data entry are reduced.

•  Paper-intensive activities are replaced with electronic alternatives.

For example, Alohaa’s note section, that provides agents to make notes of crucial caller information

• It is a secure, trusted technology that provides a quick return on investment.

• The system can connect directly to a variety of host computers and databases to access any information needed.

• It can also automatically track the number of calls each area receives and the duration of those calls.
• In addition, detailed call logs are automatically maintained, allowing users to create, save and print several predefined reports, as well as provide real-time monitoring and system management.

• It allows patients to select a specific language without hiring multiple bilingual staff to provide global call automation applications.

For detailed information on how to use IVR effectively, its features and additional benefits, read our article here.

What is the future of IVR services?

Future improvements in speech recognition and text chat will greatly benefit IVR technology.

Thanks to advances in speech recognition technology, IVR systems will soon be able to recognise a speaker's tone of voice, accent, and other features.

Although callers will use them less frequently, the tried-and-true touch tones on phone keypads will always be available.

How to get started with IVR in healthcare?

Create a routing plan

Design a routing system and create a list of all the routing options you want to offer before you set up your IVR system in the Admin Centre. For example, set up submenus for sales and support calls.

Record voice prompts

Once you have decided on a route, you can record a separate announcement for each of the routing alternatives. You can also record a jingle, advertising slogans, etc.

IVR menus and paths

Each routing option should be included in a new IVR menu. Each path should be associated with the corresponding IVR announcement you created.

Conclusion

Healthcare is catching up with technology that makes it easier for patients to make appointments, order medications and pay their bills online using a mobile device. Healthcare organisations can save money by using IVR technologies, which also improves patients' way of accessing these services.

By not having to hire additional staff to respond to inquiries, the hospital is better able to control spending while improving patient satisfaction and reducing emergency room visits.

If you are looking to implement an IVR system in your organisation, contact Alohaa now. You can also book a free demo to learn how your hospital or healthcare provider can benefit from our IVR service.