TELEVOX 2013

Overview

What is Televox? The Value of having Televox How Televox works. Call Schedules. EMP Documentation – Opting out of

Televox Televox Call Requests

What is Televox

Televox delivers automated appointment reminders to make sure every Peak Vista patient is reminded of their scheduled visit.

Televox uses two-way interaction to maximize response rates from patients.

Value of Televox

• Reduced No – Shows

• Advanced Notice of Cancelations

• Decreased Reminder Expenses

• NO need to have front desk staff call patients

How Televox Works

After Peak Vista provides information to Televox regarding the calls to be delivered, Televox takes that data and implements the appropriate calling script.

Peak Vista uses calling scripts in both English and Spanish to address the following situations:

• Standard Appointment • Standard Appointment – answering machine• Family Message • Family Message – Answering Machine• No Show• Office Closure

Sample Script

Hello, this is [Practice Name] calling to confirm that [patient first name] has an appointment on [date&time]. We have reserved this time especially for you. We request that you arrive 15 minutes prior to your appointment on [date&time]. Please listen to the following options:  Press the 1 key to confirm your appointment or press 2 to cancel your appointment. (after a choice is made, the call will hang up)   1 - Thank you for confirming your appointment. We look forward to seeing you. 2 – Thank you, your appointment has been cancelled. Please call 719-632-5700 to reschedule. Please call our office at 719-632-5700 if you are unable to keep your scheduled appointment. If you would like to hear this message again, please press the star key. Thank you, we look forward to seeing you.

Call Schedule & Call Status

1 Day Reminder All appointments except Women’s Health

2 Day Reminder All Women’s Health appointments

Daily Reminder All No Shows

Things to Consider

• When a patient cancels an appointment through Televox, it does not cancel in our system. The Customer Service Center receives a report and will cancel appointments as appropriate.

• Customer Service and Receptions have already received training on how to cancel appointments.

• Televox calls to patients are made at reasonable evening hours, generally after 6pm.

OPTING OUT OF CALLS

How to Opt Out – EPM Tutorial

TELEVOX REQUESTS

Televox Call Request – Step 1

Submit Report Request via Business Intelligence Footprint

• Be detailed: provide explanation and rationale for all data you need.

• Consider timeframes: the more lead time they have, the better they’ll be able to assist.

Televox Call Request – Step 2

Submit TeleVox Call Request Form

• Complete the Televox Call Request Form

• Form location:

Peak Vista Forms > Operations – Information Technology > Televox Call Request Form

• Attach form to IT Footprints and submit request.

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