Speech Technology - June 2008 - (Page 8) ALEX HALIKIAS INSIDE OUTSOURCING Building a Healthy Outbound IVR Systems can improve care and reduce costs ealthcare in the United States is complicated, in Surveys have shown that patient reminders also lead to large part, because multiple stakeholders need to higher vaccination rates. Telephone reminders are the constantly interact with one another through a highly most effective, but also the costliest, way. Outbound IVRs fragmented value chain unlike those found in other indus- can reduce these costs while delivering a significant tries. Though the patient is ultimately the customer, a pri- improvement in the number and timeliness of vaccinations mary care physician, physician practice administrator, or performed. A sophisticated outbound IVR application not other caregiver can also be a customer at some point only delivers a simple reminder, but also proposes available within the value chain. Oftentimes, the provider or payer appointment times and can be used by the patient to makes many of the decisions on behalf of the patient and, schedule the appointment. as a result, must maintain timely communication. Additionally, the healthcare industry is facing counter- Older Americans vailing demands to improve the quality of care while As Americans age and chronic diseases become more decreasing costs and increasing access to care. As the prevalent, helping patients manage their complicated medresponsibility to pay for healthcare services ications and related therapeutic regimens is increasingly being pushed to the patient, will become an increasingly complex and Outbound IVR a strong trend toward consumerism has costly challenge to our healthcare system. is emerging as an emerged within the industry. This is drivThe ability to initiate the refill of a preinvaluable tool to ing providers to be more transparent with scription via an outbound IVR can be of promote timely, respect to the price and quality of the servreal value. Outbound IVRs can also be cost-effective communication ices they provide, which means a greater used to help patients remember to take between provider need for open and timely communication their medications while keeping providers and patient. between provider and patient. informed about whether they have done When providers need to communicate so. As our population continues to age, this with their patients, they typically rely on personal phone becomes an ever increasing problem. In 2006, approxicalls and direct mail. Outbound interactive voice response mately 1.1 billion prescriptions (nearly one-quarter of all (IVR) systems allow healthcare professionals to focus their those written) went unfilled. time elsewhere, while providing patients with pertinent Outbound IVRs can also offer providers tremendous information at a time they specify. administrative support. Bill payment via an outbound IVR, Doctors lose productive time when patients fail to for example, provides not only a reminder but also an show up for appointments. An outbound IVR can remind opportunity to deliver payment, thus reducing bad debt. patients of appointments, thereby decreasing no-show As healthcare in the U.S. continues to move more toward rates and reducing the need for office staff to make wellness and disease management, outbound IVR is emergappointment reminder calls. Similarly, outbound IVRs can ing as an invaluable tool to promote timely, cost-effective also remind patients of the need to schedule appoint- communication between provider and patient. Today, outments, such as yearly physicals, dental checkups, colono- bound IVR is used to deliver appointment reminders and scopies, and mammograms. Proactive care management, scheduling, which focus on immediate conditions and supported by an outbound IVR campaign that encourages generic preventative measures. Tomorrow, outbound IVRs patients to make needed appointments, can lead to early that focus on patients’ future needs should be part of detection of serious conditions, ultimately improving healthcare providers’ overall toolkits. health outcomes. Over time, this can reduce healthcare expenditures by delaying the onset and reducing the Alex Halikias is global sales and market readiness leader of the Business Process Outsourcing Group at EDS, a global technology services provider. severity of chronic diseases. Additionally, it can improve He can be reached at info@eds.com. revenue prospects for providers. H 8 | Speech Technology JUNE 2008 www.speechtechmag.com http://www.speechtechmag.com
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