Syntellect IVR system cuts down on call volume
Syntellect IVR system cuts down on call volume
The Syntellect interactive voice response sys tem (IVR), an automated dialing product, has decreased by 25% the number of customer service calls that have to be handled by an employee in the patient financial services call center at Thomas Jefferson University Hospital in Philadelphia, says Gina R. Burton, MBA, center director.
A system much like those used by banks gives callers a series of prompts that allows them to check their account balance and obtain other routine information. Also, physicians can use the line to get insurance information on a particular patient, Burton explains. "They key in the medical record number and the date of service, and within 10 seconds, the information is faxed to their office."
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